Summary
Date Posted: Friday, June 09, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Job Description:
The Credit Officer role is a combination of a customer relations officer and credit officer. This role is a predominantly field-based role, working with small and medium-sized businesses across markets in Kampala to effectively distribute company’s working capital credit product. S/he will be responsible for onboarding and refinancing clients by using the company App and fintech model. S/he will also be responsible for conducting due diligence on potential borrowers, analyzing creditworthiness and ability to repay, and effectively managing her/his portfolio while ensuring compliance with company’s methodology and policies.

Key Duties & Responsibilities of this role:
• Conduct extensive fieldwork and engage with potential finance applicants in-person and via phone to conduct due diligence on all new finance applications and repeat finance applications requiring manual review;
• Growing loan portfolio value in the assigned area in line with the set targets;
• Onboard all finance applicants successfully through the proficient use of the company application to be installed on the Consultant’s mobile device. Similarly, process all refinance applications through the mobile application, unless there is manual intervention required with Head Office;
• Perform financial analyses on finance applicants and interact with finance applicants as necessary to better understand and validate their business activities and financial situation;
• Make adequately supported recommendations, through mainly the use of photographs and accounting records, to the Supervisors and Head Office for every finance application;
• Appropriately remind clients of upcoming collections and support the client by means of education to ensure the instalment is paid in a timely manner;
• Execute referral calls and conversations in order to generate new business;
• Collaborate across the company’s team and participate in various activities that aim to improve the quality of company’s service and/or the efficiency of the role;
• Address inbound service inquiries (via phone, WhatsApp and in person) and assist all company’s clients until full resolution of the issues, escalating to the correct department when necessary.
• 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 the company to address customer issues effectively;
• Maintain up-to-date knowledge of company’s product offering to ensure any information offered to clients is accurate and helpful;
• Support the Supervisors, Operational team, Technology teams and General Manager with credit, technology, office and general operations;
• Provide timely and accurate client feedback to Supervisors and Head Office as it relates to onboarding, offer generation, and reminders of collections;
• Support the roll-out of new operational, credit or general processes and policies;
• Ensure optimal customer services and participate in all improvement activities in this area;
• Communicate all operational and technical issues identified to the respective Team Heads;
• Perform any other related duties assigned by the Company Supervisor or General Manager.

The candidate should qualify as follow:
• Holds a formal training qualification in Microfinance, Business Administration, Commerce, or related field, with preference being a Bachelor’s degree in Microfinance, Business Administration, Commerce, or related field from an accredited university, OR
• Have at least two years of experience in a credit officer, finance consultant, credit risk management, or related role;
• Proficient in computer and mobile technology – experienced with Android apps and desktop productivity software like Google Drive, Google Sheets, Google Docs, etc.;
• Verbal and written fluency in both English and Luganda. Fluency in other Ugandan 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 customer servicing;
• 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 company’s users and can address their complaints with compassion;
• Unquestionable trustworthiness and integrity, with no personal bad credit history and no blemishes associated with credit/microfinance malpractice.


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

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