Credit Relationship Officer

CREDIT RELATIONSHIP OFFICER - RWANDAReports to: Assistant CTLResponsible for: NoneLocation: Kigali, RwandaAbout NumidaThere are 20 million micro and small businesses (MSBs) across Africa and traditional microfinance is failing them. Numida is here to fill that gap.Numida is on a mission to build digital financial services that help small business owners across Africa achieve their dreams. We started by building the best working capital loan product in the market, available to financially excluded businesses. That means instead of borrowing from unregulated informal lenders or family or friends, business owners can apply via the Numida app in minutes, and receive capital within a day.Since 2021 we've provided more than $100 million in working capital to 80,000 businesses in East Africa, and we are excited to do more to serve this $5 billion market. We are Uganda’s first and only YC-backed startup and are also backed by world class investors such as Serena Ventures, Onafriq, Breega, and 4Di Capital.Find out more at https://numida.comJob purpose:The individual will conduct due diligence on potential borrowers, analyze creditworthiness and ability to repay, and effectively manage her/his portfolio while ensuring compliance with Numida’s methodology and policies.Responsibilities:Engage with loan applicants via phone to conduct due diligence interviews on all new loan applications and repeat loan applications requiring manual reviewPerform financial analysis of loan applicants and interact with loan applicants as necessary to better understand and validate their business activities and financial situationMake adequately supported recommendations to the Credit Committee for every loan applicationCollect loan repayments as they fall due, and follow Numida’s escalation process for delinquent borrowersExecute referral calls in order to generate new businessCollaborate 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 roleAddress inbound service inquiries (via phone and WhatsApp) and assist all Numida clients until full resolution of the issues, escalating to the correct department when necessaryConduct periodic field visits for monitoring and escalation of collectionsEnsure that the level of service provided to our customers is maintained to the standards set forth by the companyResolve complaints in an effective, timely manner whilst maintaining the highest standards of professionalismRecord complete, quality and honest information into our Customer Relationship Management (CRM) system to enable Numida to address customer issues effectivelyBe responsible for maintaining up to date knowledge of Numida’s product offering to ensure any information offered to clients is accurate and helpfulProfile:1+ years of experience in a credit officer or related roleBachelor’s degree in Microfinance, Business Administration, Commerce, or related field from an accredited UniversityProficient 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 Kinyarwanda.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 etiquetteExceptional organizational skills and attention to detailExcellent 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 compassionType 30+ words per minute (desired)Please express your interest in this opportunity by submitting to the link below;https://forms.gle/PPmXWN2fcyvBA2Ma6