Client Relationship Officer – Bungoma NGO Job BRAC

Job Title: Client Relationship Officer

Date Posted: 13/07/2026

Job Type: Full Time

Employer: BRAC

Industry: Finance

Salary: Open

Location: Bungoma

Country: Kenya

Deadline: 20/07/2026

Summary:

Finance Jobs. BRAC Jobs. Looking for a finance job in Kenya? BRAC is recruiting a Client Relationship Officer position in Bungoma. Proficiency in client onboarding, loan processing, and customer service is required.

The Client Relationship Officer is primarily responsible for initiating and managing all client-facing interactions in the field: identifying, selecting, and onboarding appropriate clients as per 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 as per set schedules; ensuring timely collections from clients as per set schedules; ensuring effective delinquency management in adherence to BKCL’s policies; and coordinating with the Customer Service Officer to log, resolve, and/or escalate client complaints.

Across these responsibilities, the Client Relationship Officer will adhere to the Client Protection standards, BKCL’s policies and protocols, and compliance requirements, to ensure high standards of customer service and satisfaction at each touchpoint of the client journey.

Key Responsibilities:

Client Selection and Onboarding

• Conduct product promotion activities at the individual, household, market, and community levels within demarcation limits, in collaboration with local leaders and relevant authorities, where needed, to clearly and accurately describe the value proposition of BKCL’s products and services, pricing and fees, and other terms and conditions
• Using the Digital Field Application (DFA) mobile app, conduct door-to-door household surveys in the demarcated area to identify eligible clients and generate leads as per set targets, with special focus on women, youth (aged 18-35), populations living in poverty, and participants of other BRAC programmes
• Prepare and submit member admission forms (exclusively on the DFA) for client onboarding and creation, ensuring completeness, accuracy, and authenticity of all information submitted, to facilitate verification of the client’s identity, phone ownership, credit risk score, and sanction and risk screening
• Maintain and ensure the accuracy of client records by promptly notifying the Branch Accounts Officer of any updates to the client profile and therefore any amendments to be made
• Adhere to Client Protection Standards in product promotion, and the collection and storage of client information, particularly but not limited to, transparency, and data privacy and confidentiality; ensure secure handling and responsible use of the assigned digital devices, maintaining data accuracy and confidentiality at all times

Group Formation and Facilitation

• Organise clients into groups for effective follow-up and administration, ensuring adherence to minimum and maximum group sizes; coordinate with the Branch Manager in the re-organisation of groups if they exceed maximum size
• Guide new groups in the setting up of group governance / administrative structures, such as group leadership (chairperson, treasurer, and secretary), setup of small groups and selection of small group leaders, group meeting days and locations, etc.
• Support the group chairperson in ensuring group discipline and attendance; track group meeting attendance (exclusively on the DFA) at the individual client level
• Coordinate with the Branch Manager for any transfers of existing clients into or out of the group, as well as for any group-requested changes to meeting days
• Effectively deliver Financial & Digital Literacy, and Life Skills Training (FLT) during group meetings to support the capacity-building of clients, tracking session attendance and completion rates at the individual client-level

Loan Application Initiation and Processing

• Orient (and ensure timely communication with) prospective clients on information to be collected and documents to be submitted as part of the loan application process; ensure the customer record is up-to-date for repeat clients and make amendments as needed
• Input and submit loan application forms (exclusively on the DFA), ensuring completeness, accuracy, and authenticity of all information and any supporting documentation submitted
• As part of the loan application, conduct thorough credit appraisals for clients to propose appropriate loan amounts, balancing both client financial needs and prevention of over-indebtedness
• Participate in the Branch Credit Committee (BCC) meetings as required, proposing loans based on documented appraisal findings and ensuring completeness of documentation before BCC review
• In a timely manner, act on feedback from the BCC to ensure that loan documentation is complete and compliant
• Leveraging available tools of work, orient clients in clear and simple language on the full terms and conditions of the loan (pricing, fees, deductions from the loan amount, client obligations, consequences of default, etc.) to enable them to make an informed decision prior to entering into a formal agreement
• With the Branch Accounts Officer, prepare and align on the disbursement sheets in advance of disbursement days, and prepare the disbursement file and passbooks for each client as necessary
• Support the Branch Manager in delivering in-person Pre-Disbursement Orientations (PDOs) for newly-onboarded clients prior on disbursement days
• Following loan disbursement to clients’ mobile wallets, cross-check that the appropriate amounts have been disbursed to the respective clients minus applicable deductions

Loan Disbursement Processing

Collections and Delinquency Management

• Provide continuous handholding to clients on the processes for making payments to BKCL through approved channels (M-PESA