Consumer Relationship Manager at Izwe Loans Kenya Limited

Job Scope:

Reporting to the HoD Payroll Business the job holder will ensure growth of private payroll customer numbers, retention, and maximum returns to the company by ensuring good customer service is rendered to the customers through timely customer onboarding, loan processing and payments. Growth of Asset, and quality Retail loan book in liaison with collections team. Ensure seamless procedures in Recruitment, Training and Performance management by ensuring optimal productivity of Sales Teams.

 KEY MEASURABLE GOALS

• Growth of new private schemes in line with the company’s Strategy
• Enhancement of online lending platform and customer onboarding through USSD platform.
• Growth of the Loan book through quality disbursements.
• Ensure growth of all bundled products within the schemes eg    bancassurance.
• Coordinating recruitment and training for Sales Consultants while ensuring optimal numbers for the branch
• Support in managing Sales Teams productivity and performance monitoring in line with the company objectives.
• Support payroll credit processes for TAT assurance for enhanced Customer experience and compliance to the company’s lending policies.
• Sign up for new MOUs for loan processing.
• Communicating and reinforcing the AML-CTF compliance culture established by the board.
• Implementing and enforcing the board-approved AML, KYC & CFT policy within the Department.

 KEY RESPONSIBILITIES:

1. Portfolio growth and management

• Outreach/recruitment activities in customer on-boarding
• Growth of the Loan book through quality disbursements.
• Support in the growth of all Bancassurance products throughout all the schemes.
• Identify schools, Government office, Churches, and Corporates in areas of operations.
• On time Disbursement and pipeline management
• Client retention and on time service delivery
• To drive Salaried loans in the Branches
• Facilitate timely employer by-products collections, reconciliations for loan follow up and on-time scheme remittances.
• Proper Relationship Management of existing Schemes within the jurisdiction.
• Sales Consultant numbers optimization and contracting; Recruitment, training, and effective supervision of Sales agents.
• Value addition by expanding the revenue basket through salary  processing in existing relationships.

2. Loan underwriting/processing

• Thorough documents scrutinization i.e. pay slips, national ID, staff IDs,etc  
• Documentation due diligence and integrity
• Proper management of TAT on all loan applications.
• Conduct BCC for every loan application as per the credit policy.

3. Training Role

• Dissemination of information to prospective clients about Izwe.
• Recruitment, Continuous agents training and engagements.
• Client motivation and enhanced relationship management.
• Ensuring clients understand operations policy.

4. Default management

• Ensuring requisite employers’ approvals on all application through ensuring payroll verification is conducted.
• Understand and resolve all the underlying causes of default.
• Compliance to policy in the initial period of recruitment
• Ensuring all the applications meets the third rule.
• Prompt payment collection and timely Salary processing for the customers.

5. A link with the public

• Ensure well-managed relationships with the institutional heads of various Corporates.
• Ensure well-managed relationship with HR functions of the serviced institutions and all relevant contacts.
• Ensure maximum value is derived from all existing and new      partnership  arrangements.

6)     AML KYC & CFT Responsibilities

•  Monitor, on a continuous basis, all transactions to ensure that unusual  and suspicious transactions are reported to the Money Laundering Reporting Officer (MLRO)
• Implementing and enforcing the board approved AML, KYC & CFT policy in as far as is applicable within my area of responsibility.

Qualifications and Qualities:

• Bachelor’s Degree or Diploma in a Business-related course or Social Sciences
• Advanced knowledge in marketing and credit risk management.
• Good analytical skills especially using the business analysis tools
• At least 3 years in a sales related role in fintech and private payrolls.
• Good communication and interpersonal skills.
• Excellent problem solving and decision-making skills.
• Team player/thinker
•  A person of high integrity and professional decorum. Keen on timely achievement of targets
• Available for constant travel