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Customer Care & Lead Management (Boda Logbook and Boda Finance)

• Serve as the primary point of contact for walk-in clients, referrals, and leads from all sales channels.
• Accurately collect and verify Know Your Customer (KYC) information during client onboarding.
• Promptly follow up on leads generated from agents, Field Sales Officers (FSOs), digital platforms, and internal teams.
• Guide clients through the loan application and disbursement process, ensuring a seamless and timely experience.
• Maintain high customer service standards by addressing client concerns, feedback, and queries in-branch and remotely.
• Manage client expectations to ensure satisfaction with products and services.

Technical Oversight

• Conduct thorough pre-disbursement checks on motorcycles to ensure compliance with company standards.
• Identify and prevent issues such as theft, tampering, or improper GPS tracker installation.
• Provide clients with basic technical demonstrations on product use, including trackers, loan requirements, and safety measures.
• Collaborate with the technical team to ensure all units meet safety and functionality standards before release.

Satellite Oversight & Field Supervision

• Supervise operations and staff at a designated satellite office within the branch territory.
• Monitor lead flow and conversion across multiple channels (FSOs, agents, digital platforms, and walk-in clients).
• Ensure timely loan disbursements by tracking documentation, verifying readiness, and coordinating with logistics teams.
• Act as the communication link between the satellite office and head office to align on sales targets, client feedback, and operational challenges.
• Organize and lead weekly performance reviews at the satellite office, providing data-driven insights and field updates.
• Monitor inventory availability (e.g., GPS trackers, contracts) and escalate shortages promptly.

Branch Operational Support

• Support the Sales and Operations team with daily reporting on loan disbursements, lead status, and client metrics.
• Coordinate with agents and FSOs to ensure consistent lead flow and a strong field presence.
• Track and manage stock levels of essential items, including GPS trackers, contracts, and logbooks.
• Escalate operational bottlenecks and customer concerns from the main branch and satellite locations.
• Ensure accurate and timely data entry in CRM systems and Excel/Google Sheets to track branch performance.