Operations Officer

The role will manage the post-disbursement operational functions on the Consumer Lending unit, ensuring accurate payment processing, submissions, employer coordination, collections support and financial reconciliations.

Reporting into the Credit Operations Manager, the job purpose includes managing monthly employer submissions and remittance to ensure timely loan repayments ,Processing and receipting customer payments accurately and timeously ,maintaining accurate financial records through daily and monthly reconciliations ,Supporting collections efforts by monitoring arrears and conducting credit analysis ,resolving operational queries, processing settlements and refunds efficiently

Key Responsibilities:

• 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