Umoru Aisha

Customer-focused finance professional with over 5 years of experience across customer service, loan administration and credit management. Experienced in handling customer enquiries, resolving complaints, following up on repayments, retaining customers, maintaining accurate records and working toward portfolio and collection targets. Strong communication, problem-solving and relationship-management skills, with hands-on experience in a fast-paced lending environment.

Seeking to bring this combination of customer care and financial-services experience to Watu as a Customer Care Officer.

Loan & Credit Manager at AccessBest Capital Limited (2023-01 – Present)

• Manage customer relationships throughout the loan cycle, from acquisition and onboarding through repayment and retention.
• Handle customer enquiries, repayment concerns and complaints, providing practical solutions and escalating unresolved issues appropriately.
• Monitor loan portfolios, follow up on overdue accounts and engage customers to support timely repayments and reduce arrears.
• Conduct customer acquisition and retention activities, including prospect visits, follow-ups and relationship management.
• Prepare performance reports and monitor portfolio, mobilization, repayment and collection results against targets.
• Maintained Portfolio at Risk (PAR) below 5% through active monitoring, customer engagement and timely follow-up.
• Contributed to the expansion of operations to four branches and growth of the company's loan portfolio.
• Work collaboratively with internal teams to resolve customer and disbursement issues and maintain service continuity.
• Maintain professionalism and confidentiality when handling customer and financial information.

Customer Care Officer at New Horizons (2019-01 – 2023-12)

• Provided frontline customer service and responded to customer enquiries in a professional and timely manner.
• Handled customer concerns and complaints, identified appropriate solutions and escalated issues when necessary.
• Maintained positive customer relationships and supported customer satisfaction and retention.
• Communicated clearly with customers and colleagues while managing multiple requests and priorities.
• Maintained accurate customer information and supported routine administrative activities.

Bachelor of Science in B.Sc. – National Open University of Nigeria (NOUN) (2025-01)

Ordinary National Diploma in Business Administration (2023-12)