ExpressCredit Lesotho is a global consumer finance company regulated by the Central Bank of Lesotho. We are operating in Lesotho and three surrounding countries, including Zambia, Botswana and Namibia. We operate a multi-channel lending platform for government sector employees underserved by mainstream financiers. As a good corporate citizen, our goal is to help people in need of short-term and long-term financial assistance – all of which make a meaningful and lasting impact on the local communities. ExpressCredit Lesotho is a game-changer and one of the fastest microlenders in the country. A combination of new technologies, mobile sales and a network of branches and direct sales positions us well for growth and building a sizeable, well-performing loan portfolio.
ExpressCredit Lesotho is seeking a motivated and hands-on Sales & Operations Manager to oversee the performance and day-to-day activities of our branches, Call Center Agents, and Debt Collection Officers (currently a team of 20 employees). This role plays a key part in driving customer satisfaction, operational efficiency, and revenue growth through strong leadership and execution.
GENERAL DUTIES:
- Conform to established company guidelines and ensure efficient and productive output.
- Sustain enviable customer service.
- Apprehend and implement written and verbal work communication with customers and supporting ExpressCredit personnel.
- Perennial knowledge on the newest products, related services and product enhancements.
- Provide guidance to potential clients to discover the best solution to satisfy their needs – Enlighten clients on available and achievable products.
- Promote and cross-sell ExpressCredit products and services to potential and concrete clients.
- Enthusiastically participate in sales activations campaigns (disperse flyers) and give rise to sales and ensure to meet/exceed targets.
- Create new applications and customer accounts in the system, and process loan documentation.
- Process customer refund claims.
- Responsible for loan files proper custody as per the archiving procedure and policy.
- Build and maintain positive stakeholder relationships i.e customers, regulators and other personnel.
- Evaluate and estimate the credit risk of individual clients, appraise client’s repayment capability before disbursing loans.
- Handle client queries and complaints and escalate to Branch Manager when obligated.
- Meet sales target by maintaining a wide client base.
- Maintain confidentiality regarding all information being processed, stored, and accessed.
- Ensure that daily stats are completed and reported accurately.
- Perform daily duties as guided by the business operational guidelines.
- Conducting outbound calls for sales pitches, collecting customer information and following up to encourage sales conversions.
KEY PERFORMANCE INDICATORS
- Loan turn-around time
- Mistake rates
- Outperforming sales targets
- Number of applications
- Adherence to policies and procedures