Customer Relationship Officer – SME VisionFund Zambia

PURPOSE OF THE POSITION:

The SME Customer Relationship Officer is responsible for the mobilization of SME clients and individuals, retention of credit in the institution, training of clients before and after loan disbursements, maintenance of active and quality portfolio, effective and efficient management of financial and other resources, giving input and feedback on product development and design: and preparation of reports at required intervals.

Key Responsibilities:

1. Portfolio growth & Disbursements

• Ensure quality growth of the portfolio value
• Making timely and quality loan disbursements.
• Maintaining a good portfolio quality
• Analyses loans proposal and make recommendations.

2. Portfolio Quality

• Maintain a good portfolio quality within VisionFund Zambia tolerable limits of not greater than 2%
• Maintain a loan loss rate of less than 1%

3. Customer Services

• Maintain client retention rate of greater than 80%
• Ensure that client complaints are minimized
• Assist Clients in preparing loan application and Business profile
• Analyses loan proposal and make recommendations to Credit Committee
• Promote the organization credit services in the community

4. Compliance to Credit Policy

• Ensure proper loan file documentation.
• Ensure that clients are monitored every month.
• Ensure groups are trained by following policies and procedures as determined by independent verifications.
• Ensure policy and procedures for delinquency escalation are followed.

5. Client Protection

• Ensure adherence to client protection principles.
• Ensure that clients are not over indebted.
• Ensure that clients are treated with respect at all time.
• Ensure Transparency in all dealings with clients.

Minimum Entry Requirements

• Three years’ Experience in Financial Institution.
• Diploma or Degree in Business or Agribusiness related course.