SME Relationship Officer – Nairobi Region

Job Purpose

The role's primary objective is to drive the growth of the SME portfolio by acquiring new clients and ensuring the satisfaction and profitability of existing ones.

Responsibilities and Accountabilities

Financial Management

• Manage a portfolio of SME customers, focusing on increasing product penetration, profitability, and customer satisfaction.
• Develop new relationships with SME clients to increase the number of SME accounts, ensuring a high-quality asset and liability book for the branch in line with set budgets.
• Grow branch fees and commissions through targeted product and service offerings to the SME portfolio.
• Thoroughly review credit applications to minimize Non-Performing Assets (NPA) and proactively manage recovery in the event of default.
• Participate in marketing activities within the business area to maximize business growth.
• Continuously mine databases of target markets guided by market demographics and sectors.

Customer Service

• Ensure 100% Turnaround Time (TAT) in terms of service delivery.
• Ensure timely and accurate processing of customer requests and loan applications according to established Service Level Agreements (SLAs) and procedures.
• Maintain a database of all key clients within the assigned portfolio to facilitate continuous care calls and visits.
• Manage relationships within the assigned portfolio and provide quick resolution or escalation of customer complaints.

Internal Processes

• Maintain 100% compliance with internal and external regulatory policies and risk management practices.
• Maintain a zero-fraud record within the assigned portfolio.
• Ensure optimal and relevant product offerings are provided to SME clients.
• Complete all documentation related to loan applications and prepare proposals for credit analysis and approval as per the bank's credit policy.

Learning and Growth

• Maintain high scores in Product Knowledge Tests.
• Participate in training facilitated by the bank and through personal initiative.
• Enhance cross-selling skills to improve the client’s product equipment rate.

Requirements

• At least two years of working experience in banking operations.
• A University Degree, preferably in a Business-related field such as Economics, Finance, or Accounting, from an institution recognized by the Commission for University Education.