Fina Trust Microfinance Bank, a member of LOLC Group with corporate Head Office in Colombo - Sri Lanka, is one of Nigeria’s foremost Microfinance Banks. Its operating license was secured from the Central Bank of Nigeria (CBN) in September 2009 as a Microfinance Bank. Fina Trust Microfinance Bank has built a resounding success on excellent service delivery in a uniquely customer friendly environment through professional staff, leveraging on world-class technology. A continuous investment in information technology and in people sets the bank apart from others.
We are recruiting to fill the position below:
Job Title: Call Center Supervisor
Location: Lagos (Head Office)
Employment Type: Full-time
Department: Operations / Credit & Collections
Reports To: Head, Operations / Head, Credit Administration
Job Summary
The Call Center Supervisor will oversee the daily operations of the Bank's Contact Centre team, ensuring efficient handling of both inbound and outbound customer interactions.
The role is responsible for supervising call centre agents engaged in customer service, pre-disbursement verification, post-disbursement follow-up, credit monitoring, collections, and loan recovery activities.
The ideal candidate will have strong leadership skills, extensive experience in contact centre operations, and a sound understanding of lending processes within a Microfinance Bank, Financial Institution, or FinTech environment.
Key ResponsibilitiesCall Centre Operations:Supervise and coordinate the daily activities of inbound and outbound call centre agents.
Ensure all customer enquiries, complaints, and requests are handled professionally and within agreed service standards.
Monitor call queues and agent productivity to ensure optimal service delivery.
Prepare daily, weekly, and monthly call centre performance reports.
Credit Monitoring & Recovery:Supervise outbound calls for loan repayment reminders and overdue collections.
Monitor loan delinquency accounts and ensure timely follow-up.
Coordinate recovery activities in line with the Bank's recovery strategy.
Escalate high-risk delinquent accounts for further recovery action.
Monitor collection performance against assigned recovery targets.
Pre & Post Disbursement Activities:Supervise pre-disbursement verification calls to customers.
Ensure post-disbursement confirmation calls are completed promptly.
Monitor customer satisfaction and identify service improvement opportunities.
Ensure all customer interactions are properly documented within the system.
Quality Assurance & Compliance:Monitor call recordings to ensure compliance with regulatory requirements and internal policies.
Conduct regular coaching sessions and performance reviews for call centre staff.
Develop call scripts and standard operating procedures.
Ensure customer information is handled with strict confidentiality.
Team Leadership:Recruit, train, mentor, and supervise Call Centre Officers.
Set KPIs and performance targets for team members.
Conduct performance appraisals and recommend training interventions.
Foster a high-performance and customer-centric culture.
Systems & Technology:Manage the effective use of Contact Centre and CRM applications.
Monitor dialer performance and system utilization.
Work with IT to resolve system-related issues affecting productivity.
Generate reports using call centre software and business intelligence tools.
Why Join Fina Trust Microfinance Bank?
At Fina Trust Microfinance Bank, we are committed to delivering exceptional customer experiences while driving financial inclusion.
As our Call Center Supervisor, you will play a critical role in enhancing customer engagement, strengthening loan portfolio quality, improving collections, and leading a high-performing contact centre team that supports the Bank's strategic objectives.
Key Performance Indicators (KPIs)
Call Answer Rate
Average Speed of Answer (ASA)
Average Handling Time (AHT)
First Call Resolution (FCR)
Customer Satisfaction (CSAT)
Loan Recovery Rate
Promise-to-Pay Conversion Rate
Pre-disbursement Call Completion Rate
Post-disbursement Verification Completion Rate
Agent Productivity
Quality Assurance Score
Service Level Achievement
Complaint Resolution Turnaround Time.
RequirementsQualifications:Bachelor's Degree in Business Administration, Banking & Finance, Economics, Marketing, or a related discipline.
Professional certifications in Customer Service, Contact Centre Management, or Collections will be an added advantage.
Experience:Minimum of 5 years of experience in a Contact Centre, Customer Service, Credit Monitoring, or Collections role.
At least 2 years in a supervisory or team lead position.
Experience within a Microfinance Bank, Commercial Bank, Financial Institution, or FinTech is strongly preferred.
Demonstrated experience managing both inbound and outbound call centre operations.
Technical Skills:Strong knowledge of credit monitoring and loan recovery processes.
Experience with pre-disbursement and post-disbursement customer verification.
Proficiency in Contact Centre solutions.
SalaryN450,000 - N600,000 per month.
Application Closing Date
13th August, 2026.
Method of Application
Interested and qualified applicants should send their Resume to: [Email hidden - Login to reveal] using the Job Title as the subject of the email.
