Requisition ID: 14215
Location:
ZM
Job Title:
Field Support Specialist
Department:
Customer Finance
Reporting line:
Customer Finance Operations Manager
Location:
Lusaka, Zambia
Grade: HL13
Job Overview
The Customer Finance Team plays a pivotal role in ensuring the overall success of our largely unbanked customers in completing their loans and getting continued access to clean, reliable energy. The Field Support Specialist supports the Customer Finance Operations Manager in execution of field strategy. S/he will have regular travel in the field, working extremely closely with the Agents in effectively carrying field visits, credit clinics, field team training s, target improvement of customer repayment, reduction of loan cancellation, and increase account reactivations. The Specialist will support building of operational processes, systems and tools, and making sure the right people get training and support to perform their role in the credit cycle and customer account management. S/he will work with the line manager to ensure operational best practices across the credit cycle are applied. S/he will work with the field teams to improve customer repayment, reduce loan cancellation, and increase account reactivations.
Key Responsibilities
Support the building of field operational processes, systems, tools, and guidelines governing credit activities.
Managing the Sale document receipts, reconciliations and filing in an easily accessible manner.
Support field agents with follow-up lists and access tools such as Appsheet, Mysolgo etc
Implement, and track bounce back strategies for written off accounts.
Ensure all agents are trained in full account ownership and good portfolio trends.
Contact delinquent clients and implement repayment schedules and terms.
Manage the repossessions strategy and work towards given target recoveries.
Assesses internal and external causes for portfolio deteriorations.
Escalation of all difficult cases pertaining to the customers to the supervisor.
Support the coordination and Portfolio Health Monitoring for Field Teams
Attending periodical meetings to track performances with all regions.
Working with Service Centers for implementation of Service Centre strategies.
Work independently on defined tasks and similar projects identified jointly with the supervisor , to help realize the department’s objectives.
Implementation of credit clinics
Assess, troubleshoot, test and correct any errors on products found in the field.
Required Skills & Experience
2 years minimum work experience
Tertiary qualification in Accounting, Credit, Finance, Economics, or any related qualification
Work experience in related areas such as energy access, last-mile product financing, microfinance or digital financial services is a big plus
Strong analytical skills, attention to details and able to assess risk while protecting the interest of customers and the business
Experience in field support roles will be a plus.
Deep empathy for the customer and commitment to inclusivity, consumer protection, & responsible financial services within the context of creating a profitable, scalable enterprise
Excitement about ENGIE’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa
Strong analytical, problem solving and decision-making skills.
Strong communication & negotiation skills.
Business Unit: GBU Flexible Gen & Retail
Division: Energy Access
Legal Entity: FENIX INTERNATIONAL ZAMBIA LIMITED COMPANY
Contract Type: Fixed-Term
Job Type: Full – Time
Professional Experience: Junior (experience < 3 years)
Education Level: Bachelor’s Degree
Submit your CV and Application on Company Website : Click Here
Closing Date : 26th September, 2023.
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