Relationship Officer

Job Purpose

To build and cultivate relationships with potential and existing customers and translate those relationships into profitable business for the organization.

Duties & Responsibilities

• Contribute to the formulation and implementation of strategies necessary to acquire and sustain accounts in the retail and commercial sectors of the market
• Maintain a comprehensive database of existing relationships and prospects
• Identify customer needs and buyer values and proactively provide suitable products and services to meet identified needs
• Review applications for credit facilities in line with organizational policy and make appropriate recommendations and decisions
• Manage assigned credit portfolio and continuously monitor the quality of existing credit relationships
• Analyze and screen applications for credit based on credit risk procedures
• Initiate and carry out recovery actions on non-performing credit facilities on assigned accounts
• Regularly contact customers via telephone calls and physical marketing visits to obtain feedback on service quality and customer satisfaction levels
• Ensure timely resolution of customer complaints and issues
• Assist customers with the account opening process
• Prepare monthly activity and performance reports for the Regional Head
• Supervise and coordinate the activities of subordinate staff
• Establish performance objectives and targets for Account Officers and conduct timely and objective performance appraisals
• Participate in regional and other team meetings
• Perform other duties as assigned by the Branch Manager

Key Performance Indicators

• Market share growth
• Quality of credit portfolio maintained
• Number of performing and non-performing loans and advances
• Loan loss provision to total loans and advances ratio
• Percentage average net yield on commercial credit before losses
• Quality of customer service delivery