The Credit Officer is primarily responsible for initiating and managing all client-facing interactions in the field. This includes identifying, selecting, and onboarding appropriate clients as per BRAC Kenya Company Limited (BKCL’s) mission and prioritising inclusion of participants from other BRAC programmes; initiating loan applications and credit appraisals within applicable turnaround times; coordinating timely loan disbursements; managing and facilitating group meetings; ensuring timely collections; and coordinating with the Customer Service Officer to resolve client complaints. Across these responsibilities, the Credit Officer will adhere to Client Protection standards and BKCL’s policies to ensure high standards of customer service.
Key Responsibilities
Client Selection and Onboarding
- Conduct product promotion activities at individual, household, market, and community levels.
- Use the Digital Field Application (DFA) mobile app to conduct door-to-door household surveys to identify eligible clients (focusing on women, youth, and populations living in poverty).
- Prepare and submit member admission forms on the DFA, ensuring accuracy and authenticity for identity verification and credit risk screening.
- Maintain accurate client records and ensure data privacy and confidentiality.
Group Formation and Facilitation
- Organize clients into groups, ensuring adherence to size limits and governance structures (chairperson, treasurer, secretary).
- Support the group chairperson in ensuring discipline and attendance; track attendance via the DFA.
- Deliver Financial & Digital Literacy and Life Skills Training (FLT) during group meetings.
Loan Application Initiation and Processing
- Orient prospective clients on documentation requirements and submit loan application forms via DFA.
- Conduct thorough credit appraisals to propose appropriate loan amounts, balancing financial needs with prevention of over-indebtedness.
- Participate in Branch Credit Committee (BCC) meetings and act on feedback to ensure compliant documentation.
Loan Disbursement Processing
- Orient clients on full loan terms (pricing, fees, deductions, consequences of default) in simple language.
- Coordinate with the Branch Accounts Officer to prepare disbursement sheets and passbooks.
- Support Pre-Disbursement Orientations (PDOs) and verify successful disbursements to mobile wallets.
Collections and Delinquency Management
- Provide handholding to clients on making payments through approved channels like M-PESA.
- Verify loan installment payments at group meetings and update client passbooks.
- Monitor arrears and follow up on clients while ensuring fair and respectful treatment.
Complaint Handling and Customer Service
- Document and escalate client feedback and complaints for resolution within admissible timelines.
- Maintain professional and transparent communication at each touchpoint of the client journey.
Reporting and Coordination
- Work with the Branch Manager to set and achieve outreach and disbursement targets.
- Identify and escalate suspected fraud or document falsification immediately.
- Participate in monthly meetings with BKCL and BRAC Kenya NGO programme staff.
Safeguarding
- Comply with BKCL’s safeguarding policy and promote awareness within the branch.
- Ensure all interactions uphold the dignity and protection of vulnerable individuals.
Requirements
- Education: Bachelor's Degree or Diploma in Development Studies, Accounting, Finance, Banking, Business Administration, Commerce, Economics, or a related field.
- Competencies:
- Good customer service skills; experience in adult teaching methods is an added advantage.
- Ability to handle confidential client information with integrity.
- Good organisational and documentation management skills.
- Ability to work under pressure and meet strict deadlines.
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