Relationship Officer

6 days ago

Nairobi, Nairobi Area, Kenya Career Directions Limited (CDL) Full time

Job Grade: Officer II

Job Title: Relationship Officer - Collections

Primary Reporting: Relationship Manager-Collection

Leadership Level: Client Management

Job summary/ Job purpose/ Role Intent:

This position is responsible for ensuring that every step along the client journey from booking to payment until ownership of property is executed within the agreed project milestones and in compliance with the laid down processes. The role holder will ensure timely collection and revenue assurance for the allocated portfolio.

Key Accountabilities

Receipt of funds and issuance of receipts

Regular client communication in terms of debt status, repayment plans, support required throughout the customers' journey- (Onboarding of customer details and customer documents on CRM, Mapping of payment plans, portfolio allocation, follow up on signing of offer letters, issue of instructions to lawyers to prepare sale agreements, follow up on execution of documents).

 Mortgage pipeline management and follow up.

Mapping of timed collections

Revenue assurance for allocated portfolio to issuance of cancellation notices and notification of units back to the market. (Including timely disbursements of loans).

Risk mitigation by participation on the handover documentations.

Complaint resolutions end to end with respective departments

Compliance to laid down policies and laws.

Principal Outputs for this role

Weekly status meetings with lawyers

Restructuring of payment plans for approval by the Relationship Manager and Business Development Manager.

Qualifying, approval and updating refunds for allocated portfolios

Realization of projected cash flows and income for allocated portfolios

Reporting on daily collections report for allocated portfolios

Servicing of existing and new company financial obligations

Sales output through cross selling

Provide key insights derived from customer engagements on various project milestones supporting decision making.

Key driver to improve and grow NPS scores

Requirements

Qualifications- Academic and Professional

Bachelor's degree from an accredited University preferably in a business-related field

Relevant professional certification is an added advantage

Experience

At least one-year experience in relationship management in a financial/ real estate institution

Strong proficiency in banking systems and applications especially Profits and CRM

Experience in portfolio management is a core requirement

Competencies

Technical competencies

Knowledge of CRM software and Microsoft Office Suite - Intermediate excel skills

Solid customer service attitude with excellent negotiation skills

Knowledge of KYC/AML compliance requirements

Knowledge of TCF (Treating Customers Fairly) principles

Astute product knowledge

Knowledge of portfolio management

Commercial acumen

Analytical skills

Strong communication and interpersonal skills

Emotional Intelligence; Dynamic individual with the ability to work under pressure.

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