Operations Officer

• Preparing and submitting loan deduction schedules to employers
• Following up with employers to ensure deductions are processed correctly
• Reconciling employer remittances against deduction schedules
• Resolving discrepancies in employer deductions and updating loan accounts
• Maintaining accurate employer contact databases and submission calendars
• Receipting payments from various channels (salary deductions, over the counter payments and any other source of payment)
• Allocating payments correctly to customer loan accounts
• Processing bulk payments and employer remittances
• Issuing payment confirmations to customer and employers
• Ensuring dame-day processing of payments received
• Performing daily reconciliations on payments received against allocated accounts
• Reconciling loan accounts against aggregate loan book data
• Identifying and investigating variances or unallocated payments
• Preparing reconciliation reports for Management review
• Resolving suspense account items promptly
• Generating daily/weekly arrears reports by bucket
• Monitoring clients who miss employer deductions or direct payments with a specific emphasis on First Instalment Defaults
• Conducting basic credit analysis to assess credit repayment capacity
• Making courtesy calls to customers in early arrears
• Documenting collection efforts and customer commitments
• Processing full loan settlements and issuing clearance letters
• Managing overpayment refunds and processing refund requests
• Coordinating with Finance and Operations for refund approvals and disbursements
• Maintaining settlement and refund records
• Resolving customer queries on payment allocations, loan account balances, and deductions
• Investigating and correcting posting errors or misallocations
• Liaising with loan administrators, employers, and other key stakeholders to resolve customer queries and complaints
• Escalating complex queries to supervisor and other relevant departments
• Maintaining query logs and response time tracking
• Analysing payment trends, deduction success rates and arrears patterns
• Preparing operational performance reports
• Identifying process bottlenecks and inefficiencies
• Providing insight on employer performance and customer payment behaviour
• Supporting Management with ad-hoc data requests and analysis
• Ensuring adherence to financial controls and limits

· Diploma in Business Administration/Marketing/Accounting

· Accurate Data Capturing

· Reconciliation

· Data analysis

· Critical Thinking

· Effective communication

· Planning

· Interpersonal

· 2-3 years minimum in data capturing with minimal errors

· Expertise and previous experience in data analytics would be an added advantage

· Previous experience with financial/banking systems and software

· Awareness of industry trends

· Diploma in Business Administration/Marketing/Accounting

· Accurate Data Capturing

· Reconciliation

· Data analysis

· Critical Thinking

· Effective communication

· Planning

· Interpersonal

· 2-3 years minimum in data capturing with minimal errors

· Expertise and previous experience in data analytics would be an added advantage

· Previous experience with financial/banking systems and software

· Awareness of industry trends