Sales Support Specialist at Credit Direct Limited

Credit Direct Limited is a non-bank finance company with its Head-Quarters in Lagos, Nigeria. The company was established in 2006 and is focused on providing Payroll based consumer loans to eligible individuals.

The Company currently operates in 25 states in Nigeria including the Federal Capital Territory- Abuja. With a staff strength of over 1000 employees and an active customer base in excess of 300,000, Credit Direct Limited is positioning itself to become the dominant market leader in the unsecured micro-lending (payroll lending) space in Nigeria and indeed Sub-Saharan Africa.To ensure the sales ecosystem operates efficiently by removing operational barriers that impact the productivity of Sales Associates and Affiliates. The role acts as the central coordination point for resolving issues raised through the Feex ticketing system, driving timely resolution and escalating systemic challenges to Technology, Customer Experience, Risk, Product, or Operations teams when necessary. By addressing issues quickly and identifying root causes, the role enables field teams to focus on customer acquisition, loan disbursement, and revenue generation.

Sales Ecosystem Support

Provide operational support to Credit Direct’s sales ecosystem by resolving  issues affecting Sales Associates and Affiliates. This includes issues relating to:

Loan application processing
Loan disbursement execution
Customer onboarding and verification
Merchant onboarding and activation
Wallet and transaction operations
Product eligibility and system access
Operational bottlenecks affecting sales execution

Ticket Management  (FEEX Platform)

Manage operational issues raised through the Feex ticketing system.
Monitor incoming tickets raised by Sales Associates and Affiliates
Classify and prioritize issues based on urgency and business impact
Coordinate issue resolution across internal teams
Ensure tickets are closed efficiently and accurately
Maintain clear communication with the field on ticket progress and resolution

Operational Issue Resolution

Resolve operational issues affecting the sales ecosystem and coordinate with relevant internal teams when escalation is required.
Key internal stakeholders include Technology, Customer Experience, Risk, Operations, Product Team
The role ensures that issues raised by the field are addressed quickly and communicated clearly.

Root Cause Identification

Identify recurring operational issues affecting sales productivity and escalate systemic challenges to the appropriate teams for permanent resolution.
Ensure that operational problems are resolved structurally rather than repeatedly handled as individual incidents.

Operational Insights

Generate insights on operational challenges affecting sales productivity including:

Ticket volumes and trends
Recurring operational bottlenecks
Areas requiring system or process improvements
Operational friction affecting the field

Requirements

Bachelor’s degree in business administration, Operations Management or any related field.
Minimum of 3–5 years’ experience in sales operations, operations 
support, customer experience, or financial services operations.
Experience working with cross-functional teams in a financial service or fintech environment is an advantage.

Technical Competencies:

Operational problem-solving
Ticket management systems Proficiency
Process improvement and root cause analysis
Data analysis and reporting
Operational coordination

Behavioural Competencies:

Execution discipline
Strong communication skills
Analytical thinking
Stakeholder management
Problem-solving mindset
Customer focus
Collaboration