Overall Job Purpose

• The Retail Credit Quality Assurance Officer will perform call back verification and perform a gating function for quality of applications from branches.
• Further, the role holder will oversee fulfilment at both the valuation and conveyancing stages of secured scheme applications customer journey
• He/she will oversee the handshake process of applications between business assurance and scheme administration

Principle Accountabilities

• Perform call back verification for loan applications and statements.
• Custodian of call back tools like scheme contacts, signatory sample signatures and the phone system.
• Perform a gating function for quality of applications from branches. He/she will check KYC compliance, completeness of financial information provided and proper execution of forms.
• Monitor fulfillment at both Valuation and conveyancing stages of secured applications process. He/she will ensure that fulfillment takes the shortest time possible
• He/she will ensure that applications have been properly on boarded in the system and invoices submitted to the employers.
• Provide MIS on quality of applications through analysis, reports and updates for decision making by business.
• Follow up for timely receipt of loan repayment instalments and application of the same on time.
• Escalate cases of non-payment / default to the client scheme administrator and debt collection team.
• Full reconciliation of loan repayments, loan balances and related deposits (where applicable) with any variances raised with the Schemes on a monthly basis
• Issuance of stop orders of the cleared loans to companies.
• Manage customer issues, queries and complaints as well as deliver high quality service.
• Any other duties as maybe assigned by the line manager

Minimum Qualifications, Knowledge and Experience

• Bachelor's degree in business or finance related subjects from a recognized university.
• 3-5 years banking experience 2 of which must have been in loans administration.
• Knowledge of Credit and Operations.
• Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
• General knowledge in banking processes.

Key Competencies and Skills

• Excellent written and oral communication skills.
• Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
• Basic analytical ability with active listening skills.
• Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Willingness to adapt to changing business needs and deadlines.

Overall Job Purpose

To support the Business team in channeling out quality credit applications.

Principle Accountabilities

Relationship Management

• Providing an interface between the bank, existing and prospective customers in order to maintain good customer relations, so as to meet customer needs within the strategic objective of the bank.
• Overseeing the relationship management of assigned customers through maintenance of an effective call program.
• Make recommendation for existing and prospective customers under the various loan products and submit to the appropriate final authority within established turnaround time.
• Run with a customer experience initiative to build customer loyalty for allocated portfolio.
• Attend expeditiously to queries / routine correspondence generally emanating from Clients, Credit Administration, Risk Control, branches and customers.
• Obtain account statistics and profitability figures for facilities review/appraisal purposes and ensure that information provided is accurately completed and that relevant remarks are incorporated in the credit proposal.

Credit Appraisals

• Prepare and submit credit proposals in conformity with Credit Policy guidelines and requirements in liaison with the Relationship Managers and to maintain a high standard of credit analysis.
• Collect and analyze vital data on clients i.e. annual reports, management accounts, interim reports, industry reports and all press cuttings etc. to acquire in-depth knowledge which will facilitate comprehensive review of assigned accounts relationships and relationships assigned to the Relationship Managers.
• Obtain account statistics and profitability figures for facilities review/appraisal purposes and ensure that information provided is accurately completed and that relevant remarks are incorporated in the credit proposal.
• Review all existing clients’ facilities on time.
• Prepare excess approval requests/notification for all excesses

 Operations & Audits

• Daily monitoring of accounts to ensure operations within the approved limits.
• Taking remedial action by pursuing customers on regularization of overdrawn positions.
• Preparations of excess requests/notification for all excesses and follow up for sanctions by approving authorities.
• Prepare Alco report every end-month.
• Confirmation of Interest rates every end of month.
• Prepare assigned portfolio monthly reports on a timely basis as is required from time to time for sign off by RMs.
• Issuance of disbursement instructions to Credit Operations and Trade Services within approved facilities.
• Give instructions to un-pay cheques when accounts are underfunded in consultation with RMs.
• Attend to audit queries, perform snap-checks monthly and ensure that any anomalies/exceptions are sorted out.
• Ensure instructions to our lawyers are sent out by securities department to proceed with perfection of securities.
• Continuous follow-up with Securities department to ensure timely documentation and perfection of securities.
• Ensure compliance with security perfection e.g. payments of land rent and rates, insurance etc.

 Income generation &  Cost Containment

• Supporting the RMs to achieve set income targets (Interest income and Non-interest income)
• Undertake RM’s responsibility when the RM is away.
• Ensure all income is collected.
• Keep telephone conversations brief and concise.
• Optimal use of stationery and recycle where applicable.
• Cross-selling other Bank Products.

Minimum Qualifications, Knowledge and Experience

• Minimum of 4 years’ experience in banking and financial analysis 2 of which must be credit department or credit related area.
• CPA qualifications
• Credit Management, Accounting or Banking Qualification (AKIB)
• Knowledge of Credit and Operation
• Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
• General knowledge in banking processes.

Key Competencies and Skills

• Corporate Competence: Working knowledge of the Bank’s products, the Bank’s Credit policy and CBK Prudential Guidelines.
• Financial analysis Skills: Ability to analyze and/or interpret financial statements, and advice accordingly.
•  Analytical business and investment appraisal Skills: Keen to detail and able to conceptualize financial investment proposals and provide viable solutions.
• Technology Skills: Computer literate with proficiency in computerized financial analysis applications.
•  Industry knowledge: Candid knowledge of the various sectors of the economy and the investment opportunities.
• Excellent written and oral communication skills.
• Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention and problem-solving skills.
• Basic analytical ability with active listening skills.
• Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Willingness to adapt to changing business needs and deadlines.