Description:
The Loan Manager reports to the Manager, Loan Portfolio and is responsible for the effective management of Windmill’s loan portfolio. As a key member of the Loan Management Team, this role focuses on monitoring loan repayment, reducing delinquency and write-offs, and ensuring a high level of client service. The Loan Manager plays an integral role in supporting Windmill’s financial sustainability by maintaining a strong loan repayment rate while providing professional, empathetic support to borrowers. This role requires balancing a client-centric approach with strong portfolio management skills in a fast-paced, technology-driven environment.
Key responsibilities:
Loan repayment and client support (35%)
- Maintain accurate and up-to-date payment schedules following disbursement or loan restructuring.
- Provide professional and appropriate repayment advice to clients, ensuring alignment with Windmill’s Loan Management guidelines.
- Proactively engage with clients via email and phone regarding upcoming payments, changes to their loans, and repayment options.
- Ensure timely follow-ups with clients to support a smooth repayment process while balancing Windmill’s financial sustainability needs.
Delinquency management and collections (35%)
- Monitor and report on delinquent loans, providing regular updates to the Loan Management Team, Manager, Loan portfolio, and Director of Finance.
- Assist in maintaining monthly delinquency reports with insights and recommendations.
- Conduct collection activities, including outbound calls and emails, to recover missed payments and support clients in bringing their loans back to good standing.
- Assist clients with restructuring and refinancing of their loans when appropriate, ensuring compliance with Windmill’s policies and best practices.
- Use de-escalation techniques, negotiation strategies, and supportive language to help clients address financial challenges while reinforcing the importance of repayment.
Customer service and client engagement (20%)
- Deliver empathetic, client-focused service to borrowers throughout the loan lifecycle.
- Address client inquiries related to their active loans in a timely and professional manner.
- Educate clients on their loan terms, repayment obligations, and financial literacy best practices.
- Maintain detailed records of client interactions and follow-ups, ensuring accuracy in loan documentation.
- Collaborate with internal teams to resolve client concerns and improve service delivery.
Loan set-up and disbursements (10%)
- Ensure that all loans are created in alignment with Windmill’s Loan Management guidelines.
- Support client understanding of their responsibilities regarding repayment, credit impact, and financial best practices.
- Prepare loan documents for signature and ensure compliance with Windmill’s data policies.
- Complete loan disbursements accurately and efficiently, adhering to internal service-level agreements.