Relationship Officer

Company: TML Ltd.

Location: Nairobi

Reports to: Branch Manager

Key Responsibilities

 1. Customer Engagement and Acquisition

        ◦ Identify and acquire new clients, particularly those in need of microloans and salary advances.

        ◦ Conduct outreach activities and build relationships within the local community.

        ◦ Provide personalized service to ensure customer retention and loyalty.

2. Product Promotion

        ◦ Educate clients on the range of TML's financial products, including microloans and salary advances.

        ◦ Advise clients on suitable loan products based on their needs, eligibility, and repayment capacity.

 3. Loan Processing and Documentation

        ◦ Assist clients with the loan application process, ensuring all necessary documents are completed and submitted.

        ◦ Perform credit assessments and recommend approval of loan applications based on company guidelines.

        ◦ Follow up on loan disbursements and repayments to ensure timely servicing of loans.

 4. Client Relationship Management

        ◦ Maintain ongoing relationships with clients, addressing queries, resolving complaints, and ensuring their overall satisfaction.

        ◦ Monitor customer accounts, provide updates on loan balances, and assist clients in managing their financial obligations.

5. Risk Management and Compliance

        ◦ Ensure that all loan applications meet the company’s risk management and credit policies.

        ◦ Work closely with the collections team to manage delinquent accounts and minimize default rates.

 6. Reporting and Analytics

        ◦ Prepare regular reports on client acquisition, loan performance, and customer feedback.

        ◦ Provide insights and recommendations to management for improving customer service and product offerings.

Qualifications and Experience

    • Bachelor’s degree or Diploma in Business, Finance, Economics, or related field.

    • 1+ years of experience in sales, customer service, or banking (microfinance experience is an advantage).

    • Strong knowledge of financial products, particularly microloans and salary advances.

    • Excellent interpersonal, negotiation, and communication skills.

Skills and Competencies

    • Ability to build and maintain strong client relationships.

    • Sales and marketing aptitude.

    • Attention to detail and problem-solving skills.

    • Ability to work independently and meet targets.

    • Strong organizational and time management skills.

Key Performance Indicators (KPIs)

    • Number of new clients acquired.

    • Customer retention rates.

    • Loan application turnaround time.

    • Default rate of managed accounts.

    • Customer satisfaction score.