Purpose of the Role

Support Nzuri Trust’s 100% e-operations model by efficiently processing loan applications and payment transfers, maintaining high-quality client data in the system, and providing timely virtual customer support and updates.

Key Responsibilities

• Loan application processing: Receive, review, validate, and process digital loan applications in line with policy, KYC/AML requirements, and credit checks; escalate exceptions.
• Disbursements & transfers: Prepare and process payment transfers/disbursements accurately; confirm successful posting and resolve failed/returned transactions.
• Data quality & system administration: Verify completeness and accuracy of client profiles and supporting documents; update records, rectify errors, and maintain audit trails.
• Customer support (virtual): Respond to customer inquiries via phone, WhatsApp, SMS, email, and ticketing tools; provide status updates on applications, repayments, and account issues.
• Reconciliations & controls: Support daily transaction checks, basic reconciliations, and documentation for internal controls, compliance, and audit readiness.
• Reporting: Maintain simple daily/weekly trackers (applications, approvals, disbursements, reversals, complaints, turnaround time); flag trends and bottlenecks.
• Process improvement: Suggest and help implement workflow improvements, templates, and SOPs to strengthen speed, accuracy, and customer experience.

Key Outputs / Performance Indicators (KPIs)

• Application processing turnaround time (TAT) and backlog levels
• Disbursement/transfer accuracy rate and exception resolution time
• Client data completeness and error rate (KYC/documentation)
• First-response time and closure time for customer inquiries
• Compliance adherence and quality of audit trail/documentation

Minimum Qualifications & Experience

• Diploma or Bachelor’s in Business, Finance, Accounting, IT, or related field
• 1–3 years in back-office operations, microfinance, banking operations, fintech support, or customer service
• Strong digital literacy: data entry accuracy, Excel/Sheets, and comfort with online systems

Required Competencies

• High attention to detail and accuracy (data + payments)
• Customer-centric communication (clear, professional, timely—virtual channels)
• Integrity, confidentiality, and compliance mindset
• Ability to prioritize, meet deadlines, and follow SOPs
• Problem-solving and escalation discipline