Department: Sales & Customer Success

Industry: Financial Services / FinTech

Reports To: Head of Sales & Customer Experience

Location: Lagos, Nigeria 

Employment Type: Full-Time

Salary : ₦ 200,000 - 300,000 Gross

About the Company
We are a technology-driven financial services platform on a mission to challenge the status quo and make financial inclusion count for millions of underbanked individuals and micro, small, and medium enterprises (MSMEs) across Nigeria. By leveraging modern digital channels to deliver tailored credit, flexible savings, and fixed deposit solutions, we aim to be the most convenient and customer-centric lending company in the region.

Position Overview
We are seeking a high-energy, detail-oriented, and results-driven Inside Sales & Service Representative to power our virtual customer engagement, lead conversion, and account retention operations. Operating at the intersection of digital customer support, direct sales, and digital loan onboarding, you will act as the primary brand ambassador across virtual touchpoints. In this role, you will be responsible for converting incoming leads, guiding borrowers through digital loan application workflows, maintaining service SLAs, and driving customer loyalty in a fast-paced lending environment.

Key Responsibilities
Virtual Sales & Customer Acquisition

• Convert qualified inbound leads and generate outbound opportunities to drive digital loan, savings, and fixed deposit adoption.
• Guide prospective customers through digital product offerings, structuring credit and deposit options aligned with their individual or business needs.
• Consistently meet and exceed individual sales targets, volume quotas, and revenue benchmarks across core product lines.

Loan Onboarding & Compliance Support

• Guide prospective borrowers through the virtual loan application process, ensuring complete documentation, KYC collection, and accurate data capture.
• Ensure all loan requests are processed in strict compliance with internal credit policies, regulatory frameworks, and core platform workflows.
• Collaborate with underwriting and risk management teams to resolve customer application bottlenecks and improve turnaround times.

Service Delivery & SLA Management

• Manage all inbound customer interactions—including enquiries, loan status updates, and service requests—across digital channels within agreed SLAs.
• Maintain high first-contact resolution rates while upholding customer satisfaction (CSAT) and Net Promoter Score (NPS) standards.
• Systematically capture customer feedback, user pain points, and product requests to inform continuous improvements in our software, loan products, and service workflows.

Account Retention & Portfolio Care

• Execute proactive outreach campaigns to retain existing borrowers, encourage loan renewals, and drive deposit renewals.
• Address and resolve customer complaints with empathy and speed, escalating complex technical or operational issues through defined channels.

Requirements & Qualifications
Education & Professional Background

Education: Bachelor's Degree (B.Sc.) in Business Administration, Finance, Economics, Marketing, Mass Communication, or a related field.
Experience: 0–2 years of experience in sales, customer success, account management, or virtual customer operations—preferably within fintech, consumer lending, commercial banking, or fast-growing digital platforms.

Skills & Competencies
Sales & Negotiation: Proven ability to communicate value propositions, handle objections, negotiate terms, and close sales over virtual communication channels.

Tech & Analytical Aptitude: Comfortable working with CRM platforms, cloud contact center software, and core banking applications. Ability to interpret data inputs to guide quick decision-making.

Customer-Centricity: Strong problem-solving, active listening, and conflict-resolution skills.

Regulatory Awareness: Familiarity with basic Nigerian financial regulations, consumer lending workflows, and anti-money laundering (AML/KYC) standards.

Cultural Fit & Core Attributes
Speed & Agility: Thrives in a high-velocity, low-hierarchy startup environment with ambitious growth goals.

Accountability & Ownership: Self-motivated, highly organized, and comfortable taking full ownership of targets with minimal supervision.

Communication & Courage: Excellent verbal and written communication skills; confident in asking questions, offering feedback, and challenging ideas to improve outcomes.