Njoki Ndung'u

I am a dedicated and results-oriented professional with over 5 years of experience in credit management, customer service, and financial advisory. I am adept at analyzing loan portfolios, managing delinquent accounts, and implementing effective recovery strategies to reduce non-performing loans and boost cash flow. I am skilled in conducting loan appraisals, developing structured repayment plans, and promoting financial literacy to empower clients in making sound borrowing decisions.

I am known for maintaining detailed records, ensuring regulatory compliance, and coordinating with legal and third-party stakeholders to support recovery processes. Equally skilled in driving client satisfaction through proactive engagement, personalized service, and continuous support. A reliable, ethical, and client-focused professional who thrives in dynamic environments and consistently delivers measurable results in credit and customer management.

Debt Recovery Officer - Progressive Credit Limited

(2024-03)

• Conducted in-depth analysis of the company's loan portfolio to identify high-risk and deteriorating accounts.
• Engaged with delinquent clients through professional negotiations to facilitate payment arrangements and account normalization.
• Oversaw third-party service providers, including auctioneers, valuers, and debt collection agencies, ensuring compliance with company policies and performance standards.
• Developed and implemented debt recovery strategies to reduce non-performing loans and improve cash flow.
• Prepared and submitted accurate reports on recovery progress, default trends, and action plans to management.
• Liaised with legal teams to initiate and monitor legal proceedings against chronic defaulters where necessary.
• Maintained up-to-date records of client interactions, repayment plans, and recovery efforts in the system for audit and compliance purposes.

Credit Advisor - Quest Holdings

(2022-10 - 2023-02)

• Addressed customer grievances and provided timely, effective resolutions to maintain client satisfaction and loyalty.
• Traced and contacted clients with overdue loan accounts to discuss outstanding balances and repayment options.
• Negotiated realistic payoff timelines and developed structured payment plans in line with company policies and client capabilities.
• Assessed clients' financial situations and provided tailored credit advice to support informed borrowing decisions.
• Evaluated loan applications by analyzing credit history, financial statements, and repayment capacity.
• Educated clients on financial literacy, credit management, and responsible borrowing practices.
• Monitored active credit accounts to ensure timely repayments and proactively identified early signs of financial distress.

Client Relationship Officer - Bidii Credit

(2021-02 - 2022-07)

• Promoted company products and services while actively sourcing and onboarding new clients to expand the customer base.
• Conducted thorough loan appraisals to assess the creditworthiness and financial viability of potential borrowers.
• Maintained regular follow-up with clients requiring support to ensure consistent loan repayments and sustained engagement.
• Built and nurtured strong client relationships to enhance customer retention and satisfaction.
• Provided clients with personalized financial solutions and product recommendations based on their needs and goals.
• Resolved client inquiries and concerns promptly, ensuring a high standard of customer service.
• Collaborated with internal teams to ensure seamless service delivery and address client feedback for continuous improvement.

Loan Officer - Premier Credit

(2019-10 - 2020-04)

Diploma - Public Relations Management - Kenya Institute of Management (2022 - 2022)

Kenya Certificate of Secondary Education - Kagonye Secondary School (2012 - 2012)