TML Ltd. is seeking a dynamic and customer-focused Relationship Officer to join their team. The role involves managing client relationships, promoting financial products, and ensuring customer satisfaction. As a Relationship Officer, you will act as the main point of contact between TML and its customers, helping individuals and small businesses access microloans and salary advances.
Company: TML Ltd.
Location: Nairobi
Reports to: Branch Manager
Key Responsibilities
1. Customer Engagement and Acquisition
◦ Identify and acquire new clients, particularly those in need of microloans and salary advances.
◦ Conduct outreach activities and build relationships within the local community.
◦ Provide personalized service to ensure customer retention and loyalty.
2. Product Promotion
◦ Educate clients on the range of TML’s financial products, including microloans and salary advances.
◦ Advise clients on suitable loan products based on their needs, eligibility, and repayment capacity.
3. Loan Processing and Documentation
◦ Assist clients with the loan application process, ensuring all necessary documents are completed and submitted.
◦ Perform credit assessments and recommend approval of loan applications based on company guidelines.
◦ Follow up on loan disbursements and repayments to ensure timely servicing of loans.
4. Client Relationship Management
◦ Maintain ongoing relationships with clients, addressing queries, resolving complaints, and ensuring their overall satisfaction.
◦ Monitor customer accounts, provide updates on loan balances, and assist clients in managing their financial obligations.
5. Risk Management and Compliance
◦ Ensure that all loan applications meet the company’s risk management and credit policies.
◦ Work closely with the collections team to manage delinquent accounts and minimize default rates.
6. Reporting and Analytics
◦ Prepare regular reports on client acquisition, loan performance, and customer feedback.
◦ Provide insights and recommendations to management for improving customer service and product offerings.
Qualifications and Experience
• Bachelor’s degree or Diploma in Business, Finance, Economics, or related field.
• 1+ years of experience in sales, customer service, or banking (microfinance experience is an advantage).
• Strong knowledge of financial products, particularly microloans and salary advances.
• Excellent interpersonal, negotiation, and communication skills.
Skills and Competencies
• Ability to build and maintain strong client relationships.
• Sales and marketing aptitude.
• Attention to detail and problem-solving skills.
• Ability to work independently and meet targets.
• Strong organizational and time management skills.
Key Performance Indicators (KPIs)
• Number of new clients acquired.
• Customer retention rates.
• Loan application turnaround time.
• Default rate of managed accounts.
• Customer satisfaction score.
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