Credit Relationship Officer at Numida

Numida is a rapidly growing digital finance institution in East Africa focused on serving micro-and small businesses (MSBs). Thanks to our proprietary technology and credit processes, we provide growth and working capital to verified MSBs, resulting in high portfolio yields and a high impact on our borrowers’ livelihoods.

Through the Numida mobile app, small business owners can apply for convenient and unsecured short-term business loans by digitally submitting evidence of business ownership and business activity. A proprietary due diligence process, combining machine validation and human review, allows a first lending decision to be made in less than 24 hours. The principal is disbursed digitally via mobile money. Our borrowers then begin reporting their daily financials (sales, expenses, stock purchases) while paying off their loan and tracking their next loan limit. Most subsequent loans are disbursed automatically.

For more information about Numida, please visit numida.com

The Role:

We are looking for a self-driven and results-oriented Credit Relationship Officer that will acquire, underwrite, and serve our first 200+ clients in Kenya as part of an initial pilot, on the back of our success in East Africa. Using Numida’s technology, methodology and credit policies, s/he will conduct due diligence on potential borrowers, analyze creditworthiness and ability to repay, and effectively manage her/his portfolio. This position will report directly to Numida’s Director of Growth, but will work closely with our international Credit team and our Product Team to localize the Numida app and the underwriting process to the Kenyan market. Reporting lines may be subject to change. This role is reserved for someone who is highly self-motivated, able to work independently, and who has prior experience as a credit officer.

Your Responsibilities:

• Engage with loan applicants via phone to conduct due diligence interviews on all new loan applications and repeat loan applications requiring manual review


• Perform financial analyses on loan applicants and interact with loan applicants as necessary to better understand and validate their business activities and financial situation


• Make adequately supported recommendations to the Credit Committee for every loan application


• Collect loan repayments as they fall due, and follow Numida’s escalation process for delinquent borrowers


• Execute referral calls in order to generate new business


• Collaborate with the Product team and participate in various experiments that aim to improve the quality of Numida’s service and/or the efficiency of the CRO role


• Address inbound service inquiries (via phone and WhatsApp) and assist all Numida clients until full resolution of the issues, escalating to the correct department when necessary


• Conduct periodic field visits for monitoring and escalation of collections


• Ensure that the level of service provided to our customers is maintained to the standards set forth by the company


• Resolve complaints in an effective, timely manner whilst maintaining the highest standards of professionalism


• Record complete, quality and honest information into our Customer Relationship Management (CRM) system to enable Numida to address customer issues effectively


• Maintain up to date knowledge of Numida’s product offering to ensure any information offered to clients is accurate and helpful


• Work with Numida’s international credit team and product team to conduct market research when required

Who You Are:

• A believer that small business growth in Kenya will drive community development and wide-scale economic improvement


• A highly productive, results-oriented, self-driven individual committed to excellence


• A balanced planner and doer who can manage a heavy workload effectively


• A fast learner who is entrepreneurial in spirit and can balance both growth and risk management priorities


• A team player with the humility to ask for help when needed and to accept feedback to rapidly iterate on your work


• Numida is committed to maintaining 50/50 gender balance in our team. Qualified female candidates are encouraged to apply.

Skills & Qualifications:

• 2+ years of experience in a credit officer or related role


• Bachelor’s degree in Microfinance, Business Administration, Commerce, or related field from an accredited university


• Proficient in computer and mobile technology – you are experienced with Android apps and desktop productivity software like Google Drive, Google Sheets, Google Docs, etc.


• Verbal and written fluency in both English and Kiswahili


• Ability to provide customer care via chat using professional, concise, and slang-free English


• Knowledge about and practical experience with the principles of great customer care, and superb phone etiquette


• Exceptional organizational skills and attention to detail


• Excellent interpersonal skills and high levels of empathy – you are patient enough to truly listen to and understand the needs and wants of Numida’s users, and can address their complaints with compassion


• Type 30+ words per minute (desired)

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