Credit Relationship Officer

The individual will conduct due diligence on potential borrowers, analyze creditworthiness and ability to repay, and effectively manage their portfolio while ensuring compliance with Numida’s methodology and policies.

Requirements

• 2+ years of experience in a credit officer or related role

• Bachelor’s degree in Microfinance, Business Administration, Commerce, or related field from an accredited University

• Proficient in computer and mobile technology – you are experienced with Android apps and desktop productivity software like Google Drive, Google Sheets, Google Docs etc.

• Verbal and written fluency in both English and Swahili. Fluency in other Kenyan languages is an asset.

• Ability to provide customer care via chat using professional, concise, and slang-free English

• Knowledge about and practical experience with the principles of great customer care, and superb phone etiquette

• Exceptional organizational skills and attention to detail

• Excellent interpersonal skills and high levels of empathy – you are patient enough to truly listen to and understand the needs and wants of Numida’s users, and can address their complaints with compassion

• Type 30+ words per minute (desired)

• Engage with loan applicants via phone to conduct due diligence interviews on all new loan applications and repeat loan applications requiring manual review

• Perform financial analysis of loan applicants and interact with loan applicants as necessary to better understand and validate their business activities and financial situation

• Make adequately supported recommendations to the Credit Committee for every loan application

• Collect loan repayments as they fall due, and follow Numida’s escalation process for delinquent borrowers

• Execute referral calls in order to generate new business

• Collaborate with the Product team and participate in various experiments that aim to improve the quality of Numida’s service and/or the efficiency of the CRO role

• Address inbound service inquiries (via phone and WhatsApp) and assist all Numida clients until full resolution of the issues, escalating to the correct department when necessary

• Conduct periodic field visits for monitoring and escalation of collections

• Ensure that the level of service provided to our customers is maintained to the standards set forth by the company

• Resolve complaints in an effective, timely manner whilst maintaining the highest standards of professionalism

• Record complete, quality and honest information into our Customer Relationship Management (CRM) system to enable Numida to address customer issues effectively

• Be responsible for maintaining up to date knowledge of Numida’s product offering to ensure any information offered to clients is accurate and helpful