2. JOB PURPOSE STATEMENT
Job Summary: Working closely with the Branch Manager the job holder will serve as the primary contact for customers, He/she will maintain high-quality client service and customer retention approach. He/she will manage client relationships to enhance product sales and new client growth targets, while also identifying and pursuing new business opportunities and ensuring customer satisfaction through effective service and product knowledge resulting to excellent client experience.
3. KEY MEASURABLE GOALS
1) Achievement of quality portfolio to meet targets <3 % for above 30 days and nil for below 30 days.
2) Client acquisition, increase rate of MSME loan uptake and relationship management.
3) Increase revenues through cross selling of other products e.g. sale of consumer loans, insurance premium financing, LPOs.
4) Increase profitability of Satellite and branch through enhanced relationship building, loan collection follows ups thus increasing branch revenues in comparison to expenditure and reduced provisioning for bad book.
Roles and Responsibilities
· Sales & Marketing: Proactively recruit micro-clients, generate business, and execute loan disbursements.
· Client Retention & Care: Conduct routine visits to clients, respond to customer inquiries within specified Service Level Agreements (SLAs), and develop new loan prompts.
· Risk & Compliance Management: Remain a good risk manager with good portfolio quality and high customer retention.
· Credit Analysis: Conduct thorough research, prepare credit appraisals, and present findings to the Branch Credit Committee.
· Stakeholder Collaboration: Team up with branch leadership and collections manager to reinforce loan collections.
Minimum Qualifications and Skills
Education Requirements
A Diploma in Business or a related field, desirable a Bachelor’s Degree.
Experience Requirements
- At least 2 years of experience working as a Relationship Officer, focusing specifically on handling group or micro-loans, micro business and logbook lending.
Knowledge and Skills
- Strong business management and credit management skills.
- Good experience in sales, marketing, and portfolio management.
- Must be a Computer Literate.
Personal Attributes
- Excellent communication and interpersonal skills.
- Must be a strong team leader and collaborative team player.
- High degree of integrity and confidentiality.