Background

The Co-operative Bank of Kenya Limited is incorporated in Kenya under the Company Act and is also licensed to do the business of banking under the Banking Act. The Bank was initially registered under the Co-operative Societies Act at the point of founding in 1965. This status was retained up to and until June 27th 2008 when the Banks Special General Meeti...

Job Purpose

The Sacco Credit Relationship Officer is responsible for managing and growing the institution’s credit portfolio by developing and maintaining strong relationships with members/customers, identifying their financing needs, appraising credit applications, and ensuring timely disbursement and repayment of loans. The role ensures that all lending activities comply with the institution’s credit policies, regulatory requirements, and approved risk management standards while maintaining a high-quality and profitable loan portfolio.

Key Duties and Responsibilities

Financial

• Set up, process and follow up credit application files to ensure timely completion.
• Collect and analyze customers’ or prospects’ financial statements and other relevant documentation.
• Analyze and prepare credit facility applications in accordance with the Sacco’s Credit Policy, negotiated pricing conditions and approved service-level timelines.
• Identify opportunities to cross-sell the Sacco’s products and services.
• Ensure full compliance with the Sacco’s Credit Policy and approved credit processes.

Customer Focus

• Manage and monitor the assigned loan portfolio.
• Assess customers’ actual financial needs and ensure consistency between requested and proposed credit facilities.
• Maintain customer retention while enriching and updating prospect and customer databases.
• Identify opportunities to meet customer needs and cross-sell relevant SACCO products and services.
• Follow up customer complaints and ensure resolution within approved Service Level Agreements and procedures.
• Conduct scheduled and focused customer calls to strengthen relationships and support continuous improvement in customer service.

Operational

• Maintain and regularly update customer file schedules, including KYC information, call reports, maturities, completion of security documentation, insurance, interest rates and loan instalment arrears.
• Ensure compliance with applicable regulatory requirements and implementation of effective Anti-Money Laundering (AML) and KYC controls.
• Maintain accurate and complete credit and customer records.
• Strictly adhere to the Sacco’s Code of Ethics in all customer dealings.

Qualifications & Experience

• A Bachelor’s degree from a recognised university, preferably in Business, Finance, Economics, Commerce or another relevant field.
• At least two (2) years’ relevant experience in credit, business development, customer relationship management or a related role, preferably within a Sacco, banking or financial services environment.
• Demonstrable experience in credit appraisal, loan portfolio management and handling and resolving customer requests and queries.
• Good understanding of prudential guidelines, KYC and applicable credit and regulatory requirements.
• Good analytical, communication and customer relationship management skills.
• Strong team-building skills and ability to work effectively with diverse teams.
• Resilient, confident, self-motivated and results-oriented.
• High level of integrity, professionalism, confidentiality and commitment to customer service.

• Set up, process and follow up credit application files to ensure timely completion.
• Collect and analyze customers’ or prospects’ financial statements and other relevant documentation.
• Analyze and prepare credit facility applications in accordance with the Sacco’s Credit Policy, negotiated pricing conditions and approved service-level timelines.
• Identify opportunities to cross-sell the Sacco’s products and services.
• Ensure full compliance with the Sacco’s Credit Policy and approved credit processes.
• Manage and monitor the assigned loan portfolio.
• Assess customers’ actual financial needs and ensure consistency between requested and proposed credit facilities.
• Maintain customer retention while enriching and updating prospect and customer databases.
• Identify opportunities to meet customer needs and cross-sell relevant SACCO products and services.
• Follow up customer complaints and ensure resolution within approved Service Level Agreements and procedures.
• Conduct scheduled and focused customer calls to strengthen relationships and support continuous improvement in customer service.
• Maintain and regularly update customer file schedules, including KYC information, call reports, maturities, completion of security documentation, insurance, interest rates and loan instalment arrears.
• Ensure compliance with applicable regulatory requirements and implementation of effective Anti-Money Laundering (AML) and KYC controls.
• Maintain accurate and complete credit and customer records.
• Strictly adhere to the Sacco’s Code of Ethics in all customer dealings.

• Good analytical skills
• Good communication skills
• Customer relationship management skills
• Strong team-building skills
• Ability to work effectively with diverse teams
• Resilience
• Confidence
• Self-motivation
• Results-oriented
• High level of integrity
• Professionalism
• Confidentiality
• Commitment to customer service

• A Bachelor’s degree from a recognised university, preferably in Business, Finance, Economics, Commerce or another relevant field.
• At least two (2) years’ relevant experience in credit, business development, customer relationship management or a related role, preferably within a Sacco, banking or financial services environment.
• Demonstrable experience in credit appraisal, loan portfolio management and handling and resolving customer requests and queries.
• Good understanding of prudential guidelines, KYC and applicable credit and regulatory requirements.