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Microfinance Jobs in Kenya - SACCO

Asset Finance Officer – Sales

Location: Mombasa

Watu Credit is looking for candidates who are flexible for relocation to Central Kenya upon completion of training.
Watu Credit Limited prides itself by offering an excellent client service in the domestic lending market, thanks to our dedicated team of professionals coupled with the use of modern technologies.
The Company offers asset financing (motorcycles and three-wheelers) and group lending products (short-term and business loans) and currently is expanding with branches opened in Nairobi, Malindi, Nakuru and Mombasa (Town), Eldoret, Kitale.

As the Asset Finance Officer – Sales you will be primarily responsible for the sales of the products and all Asset Finance on-boarding processes.
Qualifications
·         Diploma or Bachelors Degree in Business Administration, Marketing or related field
·         Ambitious and energetic sales professional
·         At least 2 years experience in Sales/ Customer Management/ Micro-finance
·         Interest and experience in motorbikes / boda-boda industry is a plus
Responsibilities
·         Attracting Clients to Watu Credit Limited Asset Finance products
·         Acting as the contact person at nominated sales point(s) for all incoming inquiries from potential and existing Clients in respect to Asset Finance products offered by the Company, and directing queries’ regarding the Company’s other products to head-office
·         Providing pro-active, accurate, detailed and comprehensive product presentation in respect of Client’s inquiry
·         Conducting pre-assessment of Client’s financial position and offering the best suitable product configuration
·         Collecting necessary documentation, including but not limited to ID, PIN, photo, asset details; checking for documents authenticity and ensuring scanning quality; submitting all relevant information to the back office for further checking and processing
·         Issuing appropriate Loan Agreement, ensuring data entry accuracy and correctness and making sure that all essential conditions of Loan Agreement such as (but not limited to) duration, payment schedules, due amount, as well as legally binding consequences in case of breach of Terms and Conditions of this Agreement are fully explained to the Client and accepted by the Client
·         Advancing on customer support by conducting preventive and follow-up calls and reminders to clients to ensure adherence to payment schedules
·         Keeping Department Manager informed by submitting activity reports and performance analysis in accordance with Company reporting procedures
·         Ensuring that all sales and marketing activities operate cost-effectively, consistently and ethically within the given mandate and within the mission and values of Watu Credit Limited

Customer Service Manager
Watu Credit is a dynamic and fast growing non-bank finance company. Watu Credit harnesses technology to offer both secured and unsecured lending, primarily via mobile services. They aim to become the leading East African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient and professional manner.
The Company offers asset financing (motorcycles and three-wheelers) and group lending products (short-term and business loans) and currently is expanding with branches opened in Nairobi, Malindi, Nakuru, Mombasa (Town), Eldoret, Kitale, Bungoma, Kakamega, Kisii and Kisumu. Watu Credit prides itself in offering fully cashless services for loan disbursement and collection as well as 24-hour access for clients to their account balances.
Qualifications
·         You have a Bachelor degree in Business Administration or similar
·         You have 4 – 10 years experience in a similar position
·         Management experience in “institutional” Customer Care in an international company, ideally with experience in same function outside Kenya or multinationals based in Kenya is highly desirable

·         You have in-depth knowledge of customer service principles and practices as well as customer service software, databases and CRM tools
·         You are conversant with current relevant technology trends and applications
·         You have experience in the use and management of social media platforms
·         You have experience with customer surveys / monitoring and evaluation (measuring service performance)
·         You have a strong, service-oriented personality
·         You have an engaging and motivating management style
·         You are flexible when it comes to traveling around Kenya to conduct systematic appraisals and trainings
·         Fluency in both English and Kiswahili is required
Responsibilities
Strategy
·         Develop and implement customer service policies and procedures by setting up the necessary systems and processes
·         Identify and implement strategies to improve quality of service, productivity and profitability
·         Define and communicate customer service standards
·         Creation of customer retention and loyalty program
·         Liaise with company management to support and implement growth strategies
·         Coordinate and manage customer service projects and initiatives
·         Ensure budget requirements are met
·         Identify and address staff training and coaching needs
·         Provide overall customer service leadership
 Operations
·         Oversee the achievement and maintenance of agreed customer service levels and standards. This will be done through administering customer surveys and mystery shopping
·         Plan, prioritize and delegate work tasks to ensure proper functioning of the department
·         Direct the daily operations of the customer service team
·         Ensure the necessary resources and tools are available for quality customer service delivery
·         Review, track and resolve customer complaints
·         Handle complex and escalated customer service issues
·         Monitor accuracy of reporting and database information
·         Analyze relevant data to determine customer service outputs
·         Evaluate and performance manage staff

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