Background

Caritas Microfinance Bank is a licensed microfinance bank regulated by Central Bank of Kenya. Caritas MFB offers a full range of innovative and customized financial services with a special focus on the unbanked and underbanked. Its headquarters are located in the Nairobi CBD. Caritas MFB was formed to provide affordable, innovative and customized financia...

Job Purpose

The Incumbent will reprt to the Relationship Manager - SBE and will be responsible for providing financial and business solutions to Small Business Enterprise customers including credit solutions, liability products, PAR and customer relationship management.

Key Responsibilities

• Establish and maintain a strong customer focus approach both with internal and external customers.
• Ensure participation in relevant forums with key partners/customers
• Facilitate and develop sound relationships with the internal channels such as Branch network, Marketing units and other Head Office departments.
• Proactively engage customers to establish service levels and initiate constant improvement.
• Provide regular and honest feedback to agents and clients.
• Ensure that sub-ordinates maintain a good rapport with all customers in a professional manner.
• Keep customers constantly informed on the progress of their applications and drive this culture throughout the team
• Identify and address any fraud related activities and ensure risk exposure is minimized.
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
• Complete disclosure to the customers in terms of accreditation, repayments, service fees, and commissions.
• Research of industries in which existing and potential clients operate, to identify and understand the contextual threats to those clients.
• Maintain a high quality-lending book, through prudent and effective management thereof.
• Proactively assess the review process of existing facilities, ensure a consistent thorough and timely evaluation of all existing facilities.
• Ensure that allocated work is processed within the set TAT, therefore meeting monthly targets. providing financial and business solutions to Small Business Enterprise customers including credit solutions, liability products, PAR and customer relationship management.
• Developing new business opportunities by proactively marketing for Small BusinessEnterprise lending and deposit mobilization opportunities from both current and prospective clients
• Appraise, review, validate and process Small Business Enterprise customer applications in a timely manner
• To act as the relationship officer for all Small Business Enterprise customers and towork closely with the customers in the Branch to the mutual benefit of both the customers and the bank market for new business.
• Cross selling of all bank services and marketing for new business.
• Collection of market intelligence information, local competition, products, and levelsof service.
• Maintain a good quality loan book by ensuring arrears on normal and watch category accounts are collected promptly.
• Maintain a database of all Small Business Enterprise clients in the branch portfolio.
• Training of new and existing clients on the Bank’s products.
• Develop rapport with potential clients and be able to close sales and contracts inlending and bank business acquisition.
• To perform any other duty as assigned in line with the Organizational goals and objectives.

Qualifications and Experience Requirements

• A university degree preferably in a business-related field. AKIB banking certificates will be an added advantage.
• 4 years’ experience in banking, 2 of which should be in Business development and customer relationship management.
• Solid analytical skills and experience in credit appraisal, handling and resolving customer requests and queries.
• Good understanding of prudential guidelines and KYC.
• Have strong communication and team building skills with ability to work with diverse teams.
• Resilient, Confident, anod self-motivated.

• Establish and maintain a strong customer focus approach both with internal and external customers.
• Ensure participation in relevant forums with key partners/customers
• Facilitate and develop sound relationships with the internal channels such as Branch network, Marketing units and other Head Office departments.
• Proactively engage customers to establish service levels and initiate constant improvement.
• Provide regular and honest feedback to agents and clients.
• Ensure that sub-ordinates maintain a good rapport with all customers in a professional manner.
• Keep customers constantly informed on the progress of their applications and drive this culture throughout the team
• Identify and address any fraud related activities and ensure risk exposure is minimized.
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
• Complete disclosure to the customers in terms of accreditation, repayments, service fees, and commissions.
• Research of industries in which existing and potential clients operate, to identify and understand the contextual threats to those clients.
• Maintain a high quality-lending book, through prudent and effective management thereof.
• Proactively assess the review process of existing facilities, ensure a consistent thorough and timely evaluation of all existing facilities.
• Ensure that allocated work is processed within the set TAT, therefore meeting monthly targets. providing financial and business solutions to Small Business Enterprise customers including credit solutions, liability products, PAR and customer relationship management.
• Developing new business opportunities by proactively marketing for Small BusinessEnterprise lending and deposit mobilization opportunities from both current and prospective clients
• Appraise, review, validate and process Small Business Enterprise customer applications in a timely manner
• To act as the relationship officer for all Small Business Enterprise customers and towork closely with the customers in the Branch to the mutual benefit of both the customers and the bank market for new business.
• Cross selling of all bank services and marketing for new business.
• Collection of market intelligence information, local competition, products, and levelsof service.
• Maintain a good quality loan book by ensuring arrears on normal and watch category accounts are collected promptly.
• Maintain a database of all Small Business Enterprise clients in the branch portfolio.
• Training of new and existing clients on the Bank’s products.
• Develop rapport with potential clients and be able to close sales and contracts inlending and bank business acquisition.
• To perform any other duty as assigned in line with the Organizational goals and objectives.

• Strong communication skills
• Team building skills
• Ability to work with diverse teams
• Resilience
• Confidence
• Self-motivation
• Analytical skills
• Credit appraisal
• Customer request and query handling
• Understanding of prudential guidelines and KYC

• A university degree preferably in a business-related field.
• AKIB banking certificates will be an added advantage.