Credit Relationship Officer job at Numida

About Numida:

Numida exists to help ambitious African small business owners achieve their dreams through accessible, digital financial services. Traditional lenders have failed this market, so since 2021 we’ve built a fast, fair and convenient working capital product that has disbursed more than $170M to over 115,000 businesses across East Africa.

Our vision is to enable 1 million African small business owners to achieve their dreams by 2030. To achieve this we are executing our mission of building financial products to catalyze meaningful change for ambitious African small business owners and their communities.

We are Uganda’s first YC-backed fintech and one of Africa’s fastest-growing technology companies. We are expanding rapidly across the region and building products that deeply serve entrepreneurs in meaningful, practical ways.

Find out more at https://numida.com.

About the role:

We are looking for an individual who will conduct due diligence on potential borrowers, analyze creditworthiness and ability to repay, and effectively manage her/his portfolio while ensuring compliance with Numida’s methodology and policies.

Your Profile:

• 1+ years of experience as a credit officer or related role
• Bachelor’s degree in Microfinance, Business Administration, Commerce, or related field from an accredited University
• Proficient in computer and mobile technology – you are experienced with Android apps and desktop productivity software like Google Drive, Google Sheets, Google Docs etc.
• Fluency in English and Runyakitara is required, and candidates must be based or willing to relocate to Mbarara, Western Uganda.
• Ability to provide customer care via chat using professional, concise, and slang-free English
• Knowledge about and practical experience with the principles of great customer care, and superb phone etiquette
• Exceptional organizational skills and attention to detail
• Excellent interpersonal skills and high levels of empathy – you are patient enough to truly listen d understand the needs and wants of Numida’s users, and can address their complaints wi compassion
• Type 30+ words per minute (desired)

Key Performance Indicators:

• Number of clients acquired
• Number of clients retained
• Loan amounts in disbursement
• Loan amounts collected
• Nil bad loans/writeoffs

Why Join Numida?

• You will play a major role in shaping the next era of operations at Numida.
• You will join a mission-driven team transforming access to finance for African entrepreneurs.
• You will work with smart, caring people who value clarity, ownership and teamwork.
• You will receive competitive compensation, a flexible hybrid environment and strong opportunities for growth and leadership development.

• Engage with loan applicants via phone to conduct due diligence interviews on all new loan applications and repeat loan applications requiring manual review
• Perform financial analysis of loan applicants and interact with loan applicants as necessary to better understand and validate their business activities and financial situation
• Make adequately supported recommendations to the Credit Committee for every loan application
• Collect loan repayments as they fall due, and follow Numida’s escalation process for delinquent borrowers
• Execute referral calls in order to generate new business
• Collaborate with the Product team and participate in various experiments that aim to improve the quality of Numida’s service and/or the efficiency of the CRO role
• Address inbound service inquiries (via phone and WhatsApp) and assist all Numida clients until full resolution of the issues, escalating to the correct department when necessary
• Conduct periodic field visits for monitoring and escalation of collections
• Ensure that the level of service provided to our customers is maintained to the standards set forth by the company
• Resolve complaints in an effective, timely manner whilst maintaining the highest standards of professionalism
• Record complete, quality and honest information into our Customer Relationship Management (CRM) system to enable Numida to address customer issues effectively
• Be responsible for maintaining up to date knowledge of Numida’s product offering to ensure any information offered to clients is accurate and helpful

• Proficient in computer and mobile technology – experienced with Android apps and desktop productivity software like Google Drive, Google Sheets, Google Docs etc.
• Fluency in English and Runyakitara
• Ability to provide customer care via chat using professional, concise, and slang-free English
• Knowledge about and practical experience with the principles of great customer care, and superb phone etiquette
• Exceptional organizational skills and attention to detail
• Excellent interpersonal skills and high levels of empathy
• Typing speed of 30+ words per minute (desired)

• 1+ years of experience as a credit officer or related role
• Bachelor’s degree in Microfinance, Business Administration, Commerce, or related field from an accredited University
• Based or willing to relocate to Mbarara, Western Uganda.