Position: Relationship Officer - Retail Department: Retail Post Number: Service: Loans & Credit Grade: Reports To: Senior Relationship Manager – Retail Direct Reports: None Job Purpose The Relationship Officer is responsible for managing an assigned portfolio of lending clients, processing loan and lease applications, and delivering a consistent and professional client experience. Working under the supervision of the Senior Relationship Officer, the role supports the end-to-end credit cycle, from initial client engagement and loan origination through to disbursement and ongoing portfolio monitoring, in accordance with CFSI’s credit policy, service standards, and regulatory requirements. Duties and Responsibilities 1. Loan & Lease Processing Manage the end-to-end loan and lease underwriting process, encompassing application preparation, applicant interviews, document closing, approval and commitment correspondence, disbursement review, and site visits as required. Verify the completeness and accuracy of all loan documentation, including loan amounts and repayment terms, prior to submission for approval. Ensure applications are assessed in line with CFSI’s credit policy, eligibility criteria, and regulatory requirements. Prepare and issue approval and commitment letters in a timely and professional manner. Follow up with attorneys on outstanding legal matters related to loan transactions. 2. Portfolio Management & Reporting Maintain and manage an assigned portfolio of lending clients, monitoring repayment behaviour and loan performance on an ongoing basis. Achieve and maintain a high standard of performance through attaining assigned annual loan targets. Assist with the annual review of client files for regulatory purposes, providing support in responding to and addressing concerns identified in regulatory reports. Complete and monitor reports as required by the Senior Relationship Officer, including pipeline activity, portfolio performance, and delinquency. Identify early signs of delinquency or financial stress within the portfolio and escalate promptly to the Senior Relationship Officer. 3. Client Relationship Management Maintain and develop existing relationships with clients, delivering a responsive, professional, and needs-based service throughout the loan cycle. Actively seek out new business opportunities through client referrals, community engagement, and networking. Conduct client interviews, site visits, and follow-up meetings as required. Handle client queries and complaints in a courteous and timely manner, escalating to the Senior Relationship Officer where appropriate. 4. Business Development Sell and cross-sell CFSI’s products and services, identifying referral opportunities and making relevant referrals to assist the department in meeting its objectives. Assist the Senior Relationship Officer in the planning and execution of loan promotions and business development initiatives. Contribute to the achievement of departmental lending targets through proactive client engagement and pipeline activity. 5. Compliance & Governance Adhere at all times to CFSI’s credit policy, AML requirements, KYC obligations, and applicable regulatory standards. Maintain accurate and complete client files and loan records in accordance with CFSI’s data governance requirements. Report any suspicious transactions or potential compliance concerns through the appropriate channels without delay. Participate in internal and external audit processes as required and support the timely resolution of any findings. Perform any other duties ancillary or related to the foregoing as directed by the Senior Relationship Officer or Credit Manager. 6. Reporting & Administration Prepare accurate and timely reports as required by management. Maintain up-to-date client records within CFSI's systems and document management platforms. Complete administrative requirements associated with the loan cycle in an accurate and timely manner. Follow up with attorneys on outstanding legal matters. Sells/cross sells the organisation’s products and services. Identify referral opportunities and make relevant referrals to assist the branch to meet its objectives. Any other duties ancillary or related to the foregoing. Qualifications and Experience Essential (E) or Desirable (D) (if applicable) Method of Assessment A= Application Form I= Interview T= Test Bachelor’s Degree (Finance, Accounting or similar) E A At least 3 years related experience underwriting loans at a bank or financial institution OR E A/I A minimum of 5 years’ experience underwriting loans at a bank or financial institution E A/I Working knowledge of credit principles, loan underwriting, and risk assessment. Sound numeracy and analytical skills with the ability to interpret basic financial statements and credit information. Good negotiation and interpersonal skills, with the ability to build rapport with clients across varied circumstances. Good organisational and multitasking skills, with the ability to manage a varied workload and meet deadlines. Good written and verbal communication skills. Proficiency in standard Microsoft Office (Word & Excel) and loan software applications. Good analytical and interpersonal skills. Ability to work independently and successfully apply professional judgment. Excellent time management capabilities. Have a keen eye for detail Ability to plan and prioritise own workload. E E E E E E E E E E E I I/T I I I I I I I I I