The Relationship Officer - Collections at HF Group is responsible for the efficient management of debt portfolios and maintaining high standards of client relationship management throughout the customer repayment journey. This role is central to securing the company's revenue through the receipt of funds, pipeline management, and meticulous follow-up on legal and financial documentation. You will serve as a primary contact for clients regarding debt status, support them through onboarding on CRM systems, and ensure that all repayment plans are structured and executed according to policy.
Key Responsibilities
Fund Management: Receipt of funds and timely issuance of receipts to customers.
Client Communication: Maintain regular communication with clients regarding debt status, repayment plans, and provide support throughout the customer journey (including onboarding on CRM, mapping payment plans, and portfolio allocation).
Documentation & Legal Follow-up: Follow up on the signing of offer letters, instruct lawyers to prepare sale agreements, and ensure the execution of all relevant legal documents.
Pipeline Management: Manage the HFC Mortgage pipeline and ensure all stages of the process are followed diligently.
Revenue Assurance: Ensure revenue assurance for allocated portfolios through timed collections, issuance of cancellation notices, and notification of units back to the market.
Risk & Compliance: Mitigate risks by participating in handover documentation and adhering strictly to laid down policies, laws, and KYC/AML compliance requirements.
Complaint Resolution: Manage and resolve customer complaints end-to-end in collaboration with respective departments.
Reporting: Prepare and report on daily collections for allocated portfolios and participate in weekly status meetings with legal teams.
Business Growth: Provide insights from customer engagements to support decision-making, drive improvements in NPS scores, and contribute to sales through cross-selling.
Requirements
Academic Background: Bachelor’s degree from an accredited University, preferably in a business-related field.
Experience: At least one year of experience in relationship management within a financial or real estate institution.
Technical Expertise: Experience in portfolio management and knowledge of mortgage initiation and fulfillment processes are core requirements.
System Proficiency: Strong proficiency in banking systems and applications, specifically Profits and CRM software.
Certifications: Relevant professional certification is considered an added advantage.
Skills
Intermediate Excel skills and knowledge of Microsoft Office Suite.
Solid customer service attitude with excellent negotiation skills.
Understanding of TCF (Treating Customers Fairly) principles and KYC/AML requirements.
Strong analytical skills and commercial acumen.
High Emotional Intelligence with the ability to work effectively under pressure.
Interested and qualified candidates should apply online by visiting the HF Group application portal at https://www.myjobmag.co.ke/apply-now/1176701 or via the company website at www.hfgroup.co.ke. Ensure your application is submitted before the deadline on March 26, 2026.
