Relationship Officer - Kilifi

Role Overview

As a key member of our lending operations team, you will manage a portfolio of client relationships from origination through repayment, ensuring every loan is serviced smoothly and collections stay on track. Your daily focus is split between bringing in qualified borrowers, building trust that keeps them coming back, and proactively recovering outstanding balances without damaging the relationship.

Key Responsibilities

• Identify and approach prospective clients, presenting loan products that match their financial needs and business circumstances.
• Maintain an active pipeline of leads, following up consistently to convert inquiries into completed loan applications.
• Conduct initial credit assessments by gathering documentation, verifying income and collateral details, and flagging risk factors for review.
• Work toward monthly disbursement goals by moving approved applications through processing quickly and accurately.
• Monitor repayment schedules and reach out to clients before and after due dates to encourage timely payments.
• Negotiate revised payment plans for struggling borrowers, balancing recovery with long-term customer goodwill.
• Resolve client queries and complaints across the full loan lifecycle, escalating complex issues to management when necessary.
• Keep accurate records of interactions, collections activities, and client follow-ups in the company's tracking systems.

Requirements & Qualifications

• A bachelor's degree in business administration, finance, accounting, or a closely related discipline.
• At least two years of hands-on experience as a loan officer, collections officer, or relationship officer in a financial services setting.
• Strong verbal and written communication skills, with the ability to explain terms clearly and handle sensitive conversations professionally.
• Demonstrated customer service orientation, including patience, active listening, and a problem-solving mindset when clients face financial challenges.
• Effective negotiation skills to reach repayment agreements that satisfy both the client and the organisation.
• Comfort with basic financial calculations, credit documentation, and internal reporting tools.
• Proven ability to meet or exceed targets for disbursement volume and collection recovery.