The Portfolio Growth Officer will be responsible for managing and growing an assigned portfolio of inactive, dormant, underutilised, and growth-potential merchants.
The role involves identifying the reasons for inactivity, resolving customer challenges, driving credit facility utilisation, and building sustainable merchant relationships.
The successful candidate will focus on reactivating existing merchants and increasing portfolio utilisation, rather than acquiring new customers.
Responsibilities
Manage assigned inactive, dormant, suspended, underutilised, and growth-potential merchant accounts.
Identify reasons for merchant inactivity and develop appropriate reactivation strategies.
Drive first and repeat drawdowns while ensuring sustainable utilisation of approved credit facilities.
Build and maintain strong relationships with assigned merchants through regular communication and targeted field visits.
Assess merchants' business conditions, financing needs, facility usage and repayment history to identify growth opportunities.
Conduct field visits to verify businesses, strengthen merchant relationships, and resolve issues requiring physical intervention.
Work with Credit, Risk, Operations and Retention teams to resolve KYC, documentation, repayment and account-related issues.
Monitor early-stage repayments and escalate delinquent accounts in line with approved procedures.
Maintain accurate records of merchant activities, portfolio performance and customer interactions.
Identify opportunities to improve portfolio revenue, merchant retention and repeat utilisation.
Ensure all portfolio activities comply with company policies, credit controls and operational procedures.
Requirements
Bachelor's Degree or HND in Business, Finance, Economics, Marketing or a related discipline.
Minimum of 3 years' experience in relationship management, field sales, SME lending, portfolio management, or financial services.
Good understanding of merchant businesses, working-capital needs, customer activation and repayment management.
Strong customer relationship management, communication, negotiation, and problem-solving skills.
Demonstrated ability to manage customer objections and convert opportunities into measurable business outcomes.
Proficiency in Microsoft Excel, CRM systems, and performance tracking tools.
Ability to work independently in a target-driven environment.
Willingness to travel regularly and work across assigned commercial territories.
Key Performance Indicators
Successful reactivation of inactive and dormant merchants.
First and repeat drawdown conversion.
Growth in utilised balances and portfolio revenue.
Maintaining good repayment quality after merchant reactivation.
Effective and timely resolution of customer and account-related issues.
Reduction in repeated merchant inactivity.
Accurate portfolio records and compliance with approved processes.