Job Title: Quality Assurance Officer

Goal of Approval function

• Owner of Quality Control
• Credit Risk Management
• Ensure Compliance with policy and procedures

• Ensuring a consisted approach in assessing SME Finance limits by reviewing relevant risk assessment documents for use by the business.
• Communicating information on credit risks consistently at all levels in the organization and promoting credit risk awareness at a branch level.
• Identify credit risks and assess them, including their impact and likelihood of occurring, and mitigation.(concentration risk, stress testing and portfolio diversification)
• Assess/Analyse credit proposals and applications from SME and submit for approvals as per credit policy.
• Review and appraise credit applications to ensure compliance with policies and procedures.
• Approval high risk SME credits application at the same time meeting set TAT standards.
• Ensure the preparation of loan approval documentation and management reports for decision making.
• Ensure that all credit proposals and applications submitted comply with credit policy prudential guidelines and where there are breaches of policy these have been identified, mitigated and approval obtained at the appropriate levels.
• Monitoring and reporting of credit portfolio trends and credit performance; while ensuring quality loan book performance.
• Monitoring of branch performance in relation to individual loans portfolio and branch PAR.
• Manage the credit appraisal process and lead in the approvals within branches.
• Providing leadership in security and collateral perfection and custodianship.
• Ensures that customers have best experience in collateral perfection and retrieval.
• Provide leadership and direction on credit analysis to front line staff.

• Inbound: Serve customers by determining requirements; answering inquiries; resolving problems; fulfilling requests
• Outbound: Interact by phone with clients for collection purposes

• Reports To: Call Center Manager

• Undergraduate degree in business or related course

Minimum Required Experience:

• 2 Years’ Experience in a call centre environment is preferred

• Customer focused
• Strong communication skills (Verbal and Written)
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Planning and organizing
• Self starter/ Goal focused / Target driven
• Strong interpersonal skills – to understand customers’ inquiries or complaints and deal effectively with people who may be worried, frustrated or angry
• Problem solving ability
• High Integrity
• High level of computer literacy and must have good knowledge of telephone and computer systems so they can use call center systems efficiently
• Must be able to learn quickly so as to acquire the product knowledge to answer customers’ questions accurately.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
• Must possess and be able to demonstrate strong influencing and closing skills.

• Initiating calls to customers to arrange regular payments and payment mechanisms with the customer by Engaging in “Promise to Pay” arrangements with clients in arrears.
• Update the master sheet accurately and effectively with customer information and call outcome as required
• Liaise with the Finance department to confirm payments from clients against the bank or MPESA statement, where the client entered into a P2P with the Call Centre.
• Liaise with the branches to manage and monitor collections progress for clients contacted.

• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests;
• Responsible for contacting clients to seek feedback on the organizational services i.e. measuring the level of customer service;
• Identify areas of concern from client feedback calls and escalate the information to the relevant departments for further action;
• Responsible for forwarding positive feedback from client feedback calls to the relevant departments, where necessary.