Relationship Officer

Role Overview

You will be the front-line link between our lending operations and the clients we serve, managing a portfolio of borrowers from origination to full repayment. Your daily focus is on bringing in new loan applications, assessing potential clients, and ensuring that existing accounts remain on track through proactive follow-up and negotiation. This role directly influences our cash flow and client satisfaction, so your ability to balance firm collection targets with respectful, service-oriented communication is essential to our continued growth.

Key Responsibilities

• Prospect and onboard new loan clients through referrals, walk-ins, and outbound outreach, while building long-term relationships that encourage repeat business.
• Review loan applications, verify financial documentation, and assess client repayment capacity to support sound lending decisions.
• Meet individual monthly targets for loan disbursement volume and portfolio collection rates, monitoring your own pipeline and following up on overdue accounts.
• Contact clients before and after due dates via phone, email, or in-person visits to remind them of payments and resolve any issues causing delay.
• Negotiate repayment plans or restructuring terms with clients facing temporary financial difficulty, while safeguarding the company's interests.
• Maintain accurate and up-to-date records of client interactions, payment promises, and collection outcomes for reporting and audit purposes.
• Deliver a high standard of customer service by answering client inquiries, explaining loan terms clearly, and addressing concerns promptly.
• Escalate problematic accounts or policy breaches to senior management with actionable recommendations for resolution.

Requirements & Qualifications

• A bachelor's degree in business administration, finance, accounting, economics, or another business-related field.
• At least two years of practical experience as a loan officer, collection officer, or relationship officer in a bank, microfinance institution, or similar financial environment.
• Strong verbal and written communication skills to explain repayment obligations clearly and interact professionally with a wide range of clients.
• Proven customer service skills, including patience, active listening, and the ability to maintain composure under pressure.
• Sound negotiation skills, enabling you to secure commitments from clients while preserving a positive relationship and reducing default risk.
• Basic proficiency with spreadsheets, loan tracking tools, and standard office software for recording and monitoring client data.
• Ability to work independently, prioritise tasks, and meet deadlines in a target-driven environment.