RELATIONSHIP OFFICER
This role is responsible for identifying and sourcing prospective loan customers through referrals, sales activities and provided leads. It involves explaining loan product features, assisting clients in completing application forms, and thoroughly verifying customer information and documents to ensure credibility. The position also forwards validated applications to the appropriate officers, maintains accurate records, and ensures clear, timely communication with clients. Success is measured by the accuracy of verified loan documents, adherence to loan appraisal policies, efficient service delivery, and prompt resolution of customer issues.
RESPONSIBILITIES
- Sourcing prospective customer leads from various sources such as referrals, cross selling opportunities, sales activations organized by marketing team or sales leads provided by the SBC.
- Explaining the features of the products to prospective customers in line with product features and Treating Customers Fairly as per the Guidelines provided by the institution.
- Guiding customers on how to fill in applications for the respective product the customer would like to purchase.
- Authentication of customer details by checking the original copies against photocopies of documents provided e.g. National ID/ Passports, KRA PIN etc.
- Forwarding completed applications to the relevant Agency Coordinator, Branch Manager or Relationship Officer upon sign-off.
- Any other duties may be assigned.
PERFORMANCE MEASURES
- Validated loan documents.
- Adherence to policies on verification and appraising loan applications.
- Effective verification of loan applicants.
- Timely communication to clients on applications.
- Accurate and updated computerized and physical records.
- Efficient service delivery.
- Timely and effective responses to issues arising.
- Timely and accurate reports.
QUALIFICATIONS AND EXPERIENCE
- KCSE Certificate
- A business related course from a recognized institution
- At least 1-3 years working experience in a related role in the financial industry.
KEY COMPETENCIES
- Proficiency in ICT with strong MS Office and internet ability
- Ability to interact effectively with all levels of Management and Stakeholders from varied backgrounds
- Strong analytical and mathematical skills
- Communication and interpersonal skills
- Planning and organization skills
- Problem solving skills
KEY PERSONAL ATTRIBUTES
- Problem solving skills
- Confidentiality and integrity
- Confident and assertive demeanor
- High degree of accuracy and attention to detail
- Ability to work under pressure with tight deadlines
- Good business sense and commercial awareness