Full time Offered Salary :

Relationship Officer – Consumer Business at Caritas MFB, Nairobi

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Job Description


The purpose of the role is to grow the consumer loan and liability book through retail customers, corporate schemes/partners, Government institutions, Developers, and other relevant partnerships.


  • Drive sales budgets/targets through the branch sales team to ensure they are achieved.
  • Establish and maintain a strong customer focus approach both with internal and external customers.
  • Facilitate and develop sound relationships with the Employers, Government institutions, Insurance companies and other strategic partners.
  • Enter key partnerships with key stakeholders in the consumer lending segment.
  • 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
  • Adherence to the consumer lending product profile, Credit Policies, Legislation (KYC) & (AML).
  • 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.
  • Provide weekly/monthly management information reports to all relevant stakeholders.
  • To perform any other duty as assigned in line with the Organizational goals and objectives.


  • Holder of bachelor’s degree in a business-related field.
  • Thorough knowledge of MSME banking product and policies.
  • Minimum 3 year working experience in the same position
  • AKIB banking certificates will be an added advantage
  • 3 years’ experience in banking 2 of which should be in Business development (Personal Banking/Consumer lending) and customer relationship management.
  • Knowledge of lending products and prudential guidelines.
  • Ability to lead teams and deliver business results.
  • Must be self-driven; possess excellent administrative, communication and interpersonal skills, strong organization, and negotiation skills.
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