Credit Relationship Officer

Job Description

Numida is hiring a Credit Relationship Officer to conduct due diligence on potential borrowers, analyze creditworthiness and ability to repay, and effectively manage her/his portfolio while ensuring compliance with Numida’s methodology and policies.

Reporting Line:

This role typically reports to the Credit Team Leader.

KEY DUTIES AND RESPONSIBILITIES

• 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

Job Qualifications / Skills

• 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)

Key Performance Indicators

• Number of clients acquired
• Number of clients retained
• Loan amounts in disbursement
• Loan amounts collected
• Nil bad loans/writeoffs

What we offer:

• Competitive salary
• Medical insurance and personal accident cover
• Be part of an international, ambitious and open-minded team
• An amazing culture filled with lots of learning opportunities and fun
• Recruitment Process:

• Screening call with HR
• Manager Interview
• Reference check
• Final Offer
• Why Join Numida:

• At Numida, you’re not just joining a fintech company – you’re joining a movement to transform financial services for millions of small business owners across Africa. We are values-driven and foster a culture of innovation, inclusivity, and continuous learning in service of our vision and mission. You’ll receive competitive compensation, a flexible hybrid and collaborative work environment, equity and professional development opportunities.

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