Relationship Officer - Voi

Role Overview

You will be the primary point of contact for clients throughout the loan lifecycle, from initial inquiry to final repayment. In this role, you will actively grow a portfolio of borrowers while ensuring that collections remain on schedule, directly contributing to the financial health and growth of our lending operations. Your daily work balances building lasting client relationships with disciplined follow-through on repayment targets.

Key Responsibilities

• Proactively identify and onboard new loan clients while maintaining strong relationships with existing borrowers to encourage repeat business and referrals.
• Manage a personal loan portfolio with clear ownership of monthly disbursement and collection goals, tracking progress and adjusting strategies as needed.
• Conduct regular client check-ins, both in person and by phone, to understand financial circumstances and address any issues before they become delinquencies.
• Negotiate repayment plans and resolve overdue accounts through professional, respectful communication that preserves the client relationship.
• Maintain accurate and up-to-date records of all client interactions, loan terms, payments, and follow-up actions in the company’s system.
• Provide clear, empathetic guidance on loan products, terms, and documentation, ensuring clients fully understand their obligations.
• Escalate high-risk accounts or complex cases to management with clear context and recommended next steps.

Requirements & Qualifications

• Minimum of a diploma or bachelor’s degree in business, finance, banking, or a related discipline.
• At least 2 years of hands-on experience in a loan officer, collections officer, or relationship officer role within a bank, microfinance institution, or similar lending environment.
• Strong verbal and written communication skills, with the ability to explain financial terms clearly and listen actively to client concerns.
• Proven customer service orientation, treating clients with respect and professionalism even during difficult collection conversations.
• Demonstrated negotiation skills, comfortable finding mutually acceptable repayment solutions while protecting the company’s interests.
• Basic proficiency with spreadsheets and loan management software to track portfolio performance and generate simple reports.