Operations

Relationship Associate

Nairobi   |   Full Time

Job Description

Department: PAYG

Position: Relationship Associate

Reporting to: Head of Credit

Tenure: Full-time position


About SunCulture

Founded in 2012, SunCulture’s vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture does this by developing and commercialising life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. Over the last 5 years, the company has grown significantly and now employees 100+ people around the world. 


As a business that is rapidly scaling, SunCulture has been focused on these three key priorities:  building systems and processes for scale, aligning its customer acquisition strategy, and enhancing customer support.


About the Role

Reporting to the Head of Credit, the ideal candidate will ensure proper management of the PAYG portfolio. This includes having a thorough knowledge of where his/her customers are based on having their primary and secondary data essential for client management. 


Being the voice of the company to the customer s/he will be managing and providing advisory services to clients from when the customers purchase SunCulture product to when they affect the final payment of the product.


Responsibilities

  • Relationship Management

    1. Acts as a coordinator for the relationship between the client and SunCulture with a focus on the long term relationship and growth of the organization

    2. Monitoring of client portfolio through follow up calls, texts and IVR plus systems overview

    3. Gathering client feedback on PAYG program and communicating the feedback to all relevant persons

    4. Monitoring and managing loan repayment activities of own portfolio

    5. Be the main POC and coordinator of services for PAYG Portfolio Client

    6. Ensure due process is followed upon enrollment of a client to the scheme - contract issuance and receipt of completion of payment.

  • Data Collection and Analysis

    1. Perform interviews ( and document findings with clients in your portfolio to assess motivations behind their buying behaviours

    2. Collecting all the primary and secondary data of all assigned clients in your portfolio. Through surveys, identify potential clients that could benefit from PAYG financial services. 

  • Portfolio management 

    1. Audit all PAYG customers and assess their creditworthiness ahead of approving them to benefit from the scheme

    2. Engage in a CAP (Credit Assessment Process) and ensure customer due diligence is done before enrolling the customer on PAYG Business model

  • Agronomy Support Services

    1. Provide Agronomy Support services to all the customers through frequent communication until the first harvest of their crop.

    2. Conducting research through the existing clients and identify the agronomy support needs for the farmers and solutions to their problems.

    3. Actively participate in all agronomy pilots and innovate technology and communicate new findings to all where applicable.

Does this sound like you?

  1. Bachelor Degree in Agronomy, Finance or any other related field.

  2. Evidence of well developed organizational skills and the ability to meet deadlines

  3. Integrity and ability to work in consumer finance with small scale farmers across Kenya

  4. Sound verbal and written communication skills including the ability to negotiate respectfully and communicate effectively for decision making

  5. Self-starter and a functional problem solver

  6. Demonstrated ability to follow instructions, policy and procedures

  7. Sound judgement, analytical and decision making skills

  8. Accuracy and attention to detail.

  9. Demonstrated ability to quickly learn new skills, systems and procedures

  10. Experience in working with targets and strict deadlines

  11. Demonstrated commitment to service excellence

  12. Literacy in computer, systems and software (GSuite, Teamworks preferred) 

  13. Thrive in resources constrained environments

  14. Have discretion in using budgetary allocation for the department

  15. A proven record of ability to achieve through others

  16. Ability to handle multiple projects at the same time

  17. Strong Excel & analytical skills a must


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