Relationship Officer
Easy apply
New
Job summary
The Relationship Officer is responsible for acquiring and managing customers, processing quality loans and ensuring timely repayment.
Min Qualification:
Bachelors
Experience Level:
Entry level
Experience Length:
3 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Department: Operations
Reports to: Branch Team Leader
Duty Station: Assigned Branch
Job Purpose
The Relationship Officer is responsible for acquiring and managing customers, processing quality loans and ensuring timely repayment. The officer is expected to grow the loan portfolio while maintaining good customer relationships and keeping arrears under control.
Key Responsibilities
1. Customer Acquisition and Business Development
➢ Identify and approach potential customers within the assigned area.
➢ Promote the organization's loan products and services.
➢ Develop and maintain a pipeline of new customers.
➢ Build good relationships with existing customers and identify opportunities for repeat business and cross-selling.
➢ Conduct regular market visits and provide feedback on customer needs and competitor activities.
2. Loan Processing and Due Diligence
➢ Receive and process loan applications for new and existing customers.
➢ Collect and verify all required customer documents and information.
➢ Conduct proper customer and business visits before recommending a loan.
➢ Carry out background checks, including ID, IPRS, CRB, employment/workplace, business, residence and previous lender checks where applicable.
➢ Verify the authenticity and ownership of collateral and other supporting documents where required.
➢ Assess the customer's ability and willingness to repay.
➢ Ensure all loan applications are complete, accurate and within approved lending procedures.
3. Loan Disbursement and Customer Management
➢ Ensure all requirements are met before loan disbursement.
➢ Explain loan terms, repayment schedules and customer obligations clearly.
➢ Maintain accurate and up-to-date customer and loan records.
➢ Provide account statements and other approved customer information when required.
➢ Follow up newly disbursed loans and maintain regular contact with customers.
4. Collections and Arrears Management
➢ Monitor customer repayments on a daily basis.
➢ Follow up customers before and immediately after payments fall due.
➢ Take responsibility for arrears within the assigned portfolio.
➢ Contact and visit customers with overdue loans and agree on realistic payment arrangements.
➢ Follow up all promises to pay and report broken promises promptly.
➢ Escalate difficult or high-risk accounts to the Branch Head for further action.
➢ Work with the branch team on recovery of delinquent loans.
5. Records and Reporting
➢ Maintain accurate customer, loan and collection records.
➢ Ensure all information entered into the company's systems is complete and accurate.
➢ Prepare and submit daily, weekly, monthly and other required reports on time.
➢ Keep proper records of customer visits, collections, promises to pay and other follow-up activities.
➢ Protect customer information and organizational records.
6. Compliance and Conduct
➢ Follow all lending policies, procedures and applicable regulatory requirements.
➢ Maintain confidentiality of customer information.
➢ Report suspected fraud, false information or other irregularities immediately.
➢ Do not make unauthorized changes to loan terms or customer accounts.
➢ Maintain professional and respectful relationships with customers and colleagues.
➢ Demonstrate honesty, discipline, accountability, teamwork and effective communication.
KEY PERFORMANCE AREAS
➢ The Relationship Officer will be expected to achieve agreed targets in:
➢ New customer acquisition
➢ Quality loan disbursement
➢ Portfolio growth
➢ Collections
➢ Arrears/PAR management
➢ Customer retention and cross-selling
➢ Customer service
➢ Reporting and compliance
NOTE: Performance will not be measured by loan disbursement alone. The quality of the loans, repayment performance and level of arrears in the officer's portfolio are equally considered.
Working Relationships
The Relationship Officer works under the Branch Head but is expected to take initiative, manage their assigned portfolio responsibly and work closely with other members of the branch and operations team.
Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.