Relationship Officer - Njukini

Role Overview

This role sits at the intersection of business growth and credit risk, focusing on building a healthy loan portfolio while protecting the institution's bottom line. On a typical day, you will meet prospective clients, review loan applications, and follow up with existing borrowers whose repayments have fallen behind. Your success depends on balancing a customer-friendly approach with firm, consistent collection follow-up, making you a key contributor to both revenue targets and portfolio quality.

Key Responsibilities

• Identify and attract new loan clients through referrals, walk-in enquiries, and existing customer networks, while nurturing current relationships to encourage repeat business.
• Review loan applications and supporting documents to assess client eligibility and support sound credit decisions before disbursement.
• Process approved loans efficiently, ensuring all paperwork is complete, accurate, and submitted within required timelines.
• Manage a personal loan portfolio by monitoring repayment schedules and identifying accounts at risk of default early.
• Contact overdue clients via phone, email, or in-person visits to negotiate realistic repayment plans, settlements, or alternative arrangements.
• Meet monthly loan disbursement and collection targets, tracking your own performance and reporting progress to supervisors.
• Deliver prompt, professional customer service by resolving client complaints, answering account queries, and keeping borrowers informed of their obligations.
• Maintain detailed records of client interactions, payment promises, and follow-up actions to support accurate reporting and audit trails.

Requirements & Qualifications

• Bachelor's degree in business administration, finance, accounting, marketing, or a related business field.
• At least two years of work experience as a loan officer, collection officer, or relationship officer, preferably in a bank, microfinance institution, or similar lending environment.
• Strong communication skills, both written and verbal, with the clarity to explain loan terms and the tact to handle sensitive conversations.
• Genuine customer service orientation, demonstrating patience, empathy, and professionalism when dealing with clients under financial stress.
• Solid negotiation abilities, especially in persuading clients to honour repayment commitments and reaching agreeable outcomes for both parties.
• Basic computer literacy and numeracy, including the ability to use spreadsheets or banking software for tracking accounts and preparing reports.
• Capacity to work under pressure and manage multiple priorities while maintaining a high level of integrity and confidentiality.