Job Purpose:

• The Relationship Manager- Mortgage is responsible for originating, advising, and managing mortgage financing solutions for individual and SME customers.
• The role involves identifying customer needs, structuring property finance solutions, supporting home ownership ambitions, and contributing to the Bank’s asset growth and revenue through effective sales and risk-managed financing.

Key Responsibilities

Mortgage Sales & Business Development

• Actively source and generate leads for mortgage loans through branch referrals, partnerships (real estate agents, developers), and field engagement.
• Achieve monthly/quarterly disbursement and revenue targets as set out in the mortgage business plan.
• Identify and cultivate relationships with property developers, valuers, lawyers, and housing cooperatives for pipeline development feedback, potential product needs, next steps, credit-relevant information etc.).

Customer Engagement & Advisory

• Advise clients on various home loan solutions such as home purchase, home construction, equity release, plot purchase, and developer finance.
• Guide customers through the mortgage application process, explaining documentation, fees, timelines, and expectations clearly.
• Conduct financial needs analysis and affordability assessments in compliance with lending guidelines.
• Deliver a high-quality service by owning customer engagement, striving for excellence in all interactions with (prospective) customer or other professionals, and always acting according to the highest professional standards

Relationship Management & After-Sales Support

• Provide post-approval support and periodic updates to clients during disbursement and registration.
• Conduct regular follow-ups with existing mortgage clients to encourage top-ups, early repayments, or referrals.
• Maintain a database of customers and key property partners to ensure proactive relationship management.

Compliance & Risk Management

• Ensure all mortgage applications are processed in accordance with the Bank’s credit policies, KYC/AML standards, and CBK guidelines.
• Identify potential risks related to property titles, valuations, or client capacity and escalate appropriately.
• Monitor account performance and assist in early detection of potential delinquency or restructuring needs.

Portfolio Management and Collection

• Continuously monitor client facilities to detect early warning signs such as delayed payments, changes in business performance, or evolving financial needs.
• Regularly assess portfolio performance to identify risk mitigants, flag deteriorating accounts, and pursue growth or crosssell opportunities.
• To continuously reassessing risks associated with the sector the client is in and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings
• Track accounts in arrears, collaborate with internal teams, and coordinate with the Collections Unit to reduce credit risk and drive effective recoveries.

Skills and Experience required for this Role

• Bachelor’s degree in Business, Finance, Real Estate, or related field. Certification in credit or real estate is a plus
• Minimum 3-5 years of proven experience in mortgage sales or credit within a banking or real estate finance environment.
• Strong understanding of Kenya’s housing market, legal conveyancing process, land registration system and a good network within the real estate sector.
• Familiarity with credit appraisal, facility structuring, and lending procedures.
• A track record of achieving sales targets, coupled with excellent self-management, problem-solving, and decision-making skills.
• Good network with real estate developers, property agents, and housing sector players. Exceptional communication and relationship management abilities, with a commitment to delivering high-quality service and fostering trust.