Customer Service Team Leader (With Loan Experience) at PalmPay

Customer Service Team Leader (With Loan Experience) at PalmPay

Position: Customer service team leader (with loan experience )

PalmPay · Dar es-Salaam, Dar es Salaam, Tanzania

Job Description:

Team Leadership:

Lead, motivate, and mentor a team of customer service representatives.
Set performance goals, provide regular feedback, and conduct performance evaluations.
Foster a positive and collaborative work environment that encourages continuous improvement.

Loan Expertise:

Possess an in-depth knowledge of various loan types, including personal loans, mortgages, auto loans, etc.
Understand loan application processes, eligibility criteria, and documentation requirements.
Stay updated on lending industry regulations, compliance standards, and best practices.

Customer Support:

Handle escalated customer inquiries and complex issues related to loans.
Provide expert guidance to customers regarding loan terms, repayment options, interest rates, and more.
Ensure timely and accurate resolution of customer concerns, maintaining a high level of customer satisfaction.

Process Enhancement:

Collaborate with internal teams (e.g., underwriting, credit, operations) to streamline loan processes and improve efficiency.
Identify areas for process improvement and implement strategies to enhance the overall customer experience.

Training and Development:

Develop training programs and materials to educate team members on loan products, services, and customer service techniques.
Conduct regular training sessions to keep the team informed about updates in loan offerings and industry trends.

Data Analysis and Reporting:

Utilize data analytics to monitor key performance metrics and generate insightful reports.
Use data-driven insights to identify trends, patterns, and areas for improvement in loan-related customer interactions.

Customer Relationship Management:

Build and maintain strong relationships with customers, understanding their financial needs and goals.
Proactively engage with customers to provide personalized loan solutions and recommendations.

Qualifications:

Good knowledge of loan products, lending regulations, and compliance standards.
Excellent communication and interpersonal skills.
Good in data analysis and reporting tools.
Demonstrated ability to lead, motivate, and develop a team.
Detail-oriented with exceptional organizational and multitasking abilities.
Problem-solving skills and a customer-centric mindset.
Professional certifications related to lending or customer service are a plus.

Please send your resume to:  hr-palmpay-tz@palmpay-inc.com

Only qualified candidates will be contacted.