Raphael Rotich

Credit & Relationship Management Specialist

About Me

Hello, I’m Raphael Kipchumba Rotich from Nakuru, Kenya, a Credit & Relationship Management Specialist with over five years of proven success in credit risk assessment, debt recovery and SME relationship consulting. I thrive at the intersection of financial advisory and client engagement, consistently surpassing performance targets while safeguarding portfolio quality.

At Izwe Loans Kenya, I successfully reduced non-performing loans (NPLs), strengthened client retention strategies and stepped into a leadership role as Acting Business Development Manager during organisational restructuring ensuring business continuity and sustained revenue growth. My efforts consistently delivered above-target results, including surpassing both monthly and annual sales goals.

In my previous role at Ngao Credit Limited, I designed and executed debt recovery frameworks that improved repayment compliance and drove a 30% increase in loan applications, while exceeding disbursement targets month after month. Earlier, as a Sales Executive at Ngao Credit, I achieved 1.4M in loan sales against a 1M target (40% above goal), trained new sales agents and introduced tailored credit solutions that expanded market penetration. My contributions at Liberty Life Assurance further helped the team secure the MD’s Challenge Trophy for outstanding sales performance.

I bring a strong technical toolkit, spanning Salesforce, HubSpot, Power BI and Microsoft Excel, as well as virtual collaboration platforms such as Microsoft Teams and Zoom, which enable me to excel in remote and hybrid environments.

Fluent in English and Swahili, I combine financial expertise with customer-focused strategies to deliver sustainable business growth. My goal is to leverage my experience and credentials in a remote-friendly financial or client relationship management role, where I can help organisations achieve measurable impact while building long-term client value.

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COMPETENCIES

B2B Sales & Relationship Management

I have consistently built and sustained long-term relationships with SME and enterprise clients, achieving a 30% increase in loan applications at Ngao Credit and surpassing sales targets by generating 1.4M against a 1M goal in a single month. By focusing on trust, tailored solutions and continuous engagement I strengthened client retention and drove portfolio growth across diverse industries.

Credit & Financial Advisory Expertise

With extensive experience in credit analysis, lending solutions and financial planning I have enabled clients to secure financing that supports sustainable business growth. At Izwe Loans I successfully managed non-performing loans to reduce default rates and maintained a clean loan book while helping clients complete perfection processes for secured lending. My ability to assess risk and design practical solutions consistently contributed to revenue generation and portfolio stability.

Remote Sales & CRM Proficiency

I am highly skilled in managing sales pipelines remotely using CRM systems such as Salesforce and HubSpot to track and optimise performance. By leveraging virtual collaboration tools I engaged clients seamlessly, conducted online consultations and strengthened loan approval processes. This approach allowed me to achieve and exceed monthly disbursement and recovery targets while ensuring an excellent customer experience across remote channels.

Negotiation & Closing Skills

I excel in leading negotiations that balance client needs with business objectives, securing competitive deals and ensuring long-term satisfaction. At Liberty Life I contributed to the agency’s win of the MD’s Challenge Trophy by consistently exceeding insurance sales targets and at Mycredit I reduced default risks through careful contract structuring. My ability to overcome objections and close high-value agreements directly translated into increased revenue and stronger client loyalty.

Debt Recovery & Credit Risk Management

I have a proven track record of strengthening debt recovery processes and mitigating credit risks through structured strategies. At Ngao Credit I implemented compliant debt collection procedures that improved repayment rates while at Mycredit I enhanced recovery efficiency through targeted follow-ups. These efforts reduced defaults and safeguarded company profitability while reinforcing client accountability and trust.

Case Study: Enabling Urgent Business Financing to Safeguard a 4.5M KES Contract

Executive Summary:

As an SME Relationship Consultant at Izwe Loans Kenya, I was approached in December 2022 by a client facing a critical financing emergency. With just three days to secure working capital for a 4.5 million KES contract with Simba Cement, failure to deliver would have resulted in losing the deal, damaging her business reputation and jeopardising future opportunities with a major corporate partner. By implementing a fast-tracked credit approval process, coordinating intensively with both the client and internal teams and leveraging digital tools for seamless communication, I enabled the client to secure financing within 48 hours, one day ahead of the deadline. This intervention not only preserved the contract but also generated 2 million KES in additional business referrals, significantly strengthening both the client’s and Izwe’s long-term growth trajectory.

Context and Challenge:

Background: Upon joining Izwe Loans, I inherited a portfolio of SMEs requiring tailored credit support. One client urgently needed financing to supply materials for a 4.5M KES Simba Cement contract, with only three days left to meet the delivery deadline.

Business Challenge: The crisis required compressing a loan approval process that typically took several days into just 72 hours, ensuring regulatory compliance, accurate documentation and timely disbursement, while also protecting the client’s reputation and Izwe’s business credibility.

Strategic Approach:

Planning and Development:

Conducted a rapid financial assessment of the client’s needs and collateral.
Coordinated with the credit team to fast-track document verification, highlighting the urgency of the case.
Designed a step-by-step documentation checklist to eliminate errors and avoid back-and-forth delays.
Established daily check-ins with the client and implemented proactive follow-ups with the credit team.

Implementation:

Guided the client through the perfection process for her collateral documents.
Facilitated direct communication between the client and the credit manager, removing bottlenecks.
Collaborated with the operations team to ensure instant disbursement upon approval.
Maintained constant virtual communication via Zoom and Microsoft Teams, streamlining coordination despite the time pressure.

Impact:

Quantifiable Outcomes:

Contract Preservation: Enabled the client to meet the Simba Cement contract requirements, protecting 4.5M KES in revenue.
Time-Critical Delivery: Disbursed the loan within 48 hours, one day ahead of the deadline.
Revenue Growth: Generated 2M KES in additional loan referrals from the impressed client.
Business Continuity: Preserved the client’s relationship with a major corporate partner, safeguarding future opportunities.

Qualitative Achievements:

Demonstrated exceptional customer service under pressure, strengthening client loyalty.
Showcased efficiency in client service delivery by streamlining approval timelines.
Reinforced Izwe’s market reputation as a reliable financial partner for SMEs.

Lessons Learned:

This case reinforced the value of structured yet flexible credit processes, proactive client communication and the use of digital collaboration tools in enabling timely, impactful interventions. It highlighted that in high-stakes financial advisory, speed and precision are as critical as compliance and risk management.

Conclusion:

Through decisive action, stakeholder coordination and process optimisation, I successfully safeguarded a multi-million shilling contract and generated new revenue streams for Izwe Loans. This case illustrates my ability to deliver time-sensitive financial solutions, strengthen client relationships and create sustainable business growth skills that translate effectively into remote-friendly financial, sales and client management roles.

Technical Proficiencies Utilised:

Microsoft Excel: For rapid financial analysis and repayment structuring.
Salesforce & HubSpot: To manage client engagement, track documentation and monitor application progress.
Microsoft Teams & Zoom: For real-time coordination with the credit team and client under tight deadlines.
Google Workspace: For efficient document sharing and collaboration during the approval process.

Core Competencies Displayed:

Credit Risk Assessment & Financial Advisory
Customer Relationship Management (CRM)
Business Development & Client Acquisition
Sales Strategy & Revenue Growth
Remote Collaboration & Stakeholder Engagement

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Case Study: Surpassing Sales Targets in a Competitive Financial Market

Executive Summary:

As a Sales Executive at Ngao Credit Limited in October 2018, I faced the challenge of meeting a 1 million KES monthly loan disbursement target amid a slowing market and stiff competition from rival institutions. With only two weeks left, I designed and executed a high-intensity marketing and follow-up strategy that not only closed the gap but generated 1.4 million KES in loan sales, exceeding the target by 40%. This achievement demonstrated my ability to drive sales performance under pressure, build sustainable client acquisition models and position financial products competitively in difficult market conditions.

Context and Challenge:

Background: As part of Ngao Credit Limited’s Nakuru branch, I was responsible for achieving aggressive monthly loan sales targets in a highly competitive financial services environment.

Business Challenge: By mid-October, loan disbursements were significantly below target due to increased competition and a sluggish local economy. The branch’s 1 million KES sales target seemed unattainable with only two weeks remaining. I needed to rapidly accelerate client acquisition, demonstrate market adaptability and secure revenue growth in a short timeframe.

Strategic Approach:

Planning and Development:

Designed a daily client outreach plan with specific targets for new engagements.
Identified and prioritised untapped marketing locations to expand market reach.
Developed a structured weekly follow-up system to ensure no warm leads were lost.

Implementation:

Began each day with early-morning client visits, maximising exposure to high-potential prospects.
Maintained detailed prospect records, categorising by interest level and follow-up needs.
Conducted systematic weekend follow-ups, converting interest into loan applications.
Optimised marketing routes to increase efficiency and maximise daily client touchpoints.

Impact:

Quantifiable Outcomes:

Surpassed monthly target of 1M KES, achieving 1.4M KES in loan sales (+40%).
Expanded branch reach into previously untapped markets, creating sustainable lead pipelines.
Improved conversion rates through disciplined follow-ups and structured prospect tracking.

Qualitative Achievements:

Established a repeatable, sustainable client acquisition model for future sales cycles.
Strengthened the branch’s market position despite competitive pressures.
Demonstrated resilience, adaptability and client-centric engagement, qualities valued in remote financial service roles.

Lessons Learned:

This experience validated that systematic outreach, combined with disciplined follow-up, can consistently deliver results even in challenging market conditions. It reinforced the importance of time management, client engagement and data-driven tracking in achieving ambitious sales targets.

Conclusion:

Through proactive planning, structured execution and rigorous follow-up, I transformed a high-pressure situation into a record-breaking sales month. This initiative showcased my ability to thrive under tight deadlines, adapt to competitive pressures and drive consistent revenue growth.

Technical Proficiencies Utilised:

Microsoft Excel: Maintained detailed records of prospects and tracked conversion progress.
CRM Tools (Salesforce, HubSpot): Managed client engagement and follow-ups through structured tracking systems.
Google Workspace (Docs, Sheets, Calendar): Coordinated client schedules and ensured consistent communication.
Microsoft Teams & Zoom: Conducted virtual consultations and maintained client engagement beyond in-person visits.

Core Competencies Displayed:

Business Development & Client Acquisition
Sales Strategy & Execution
Customer Relationship Management (CRM)
Credit Risk Assessment & Advisory
Time Management & Resilience
Data-Driven Decision Making

Case Study: Strategic Market Expansion for Construction Loan Product

Executive Summary:

As a Relationship Officer at Ngao Credit Limited, I was tasked with driving sales growth for a newly launched 3-month construction loan product during the peak July construction season of 2021. By conducting systematic market analysis, competitor benchmarking and geographic expansion planning, I identified Kericho as a high-potential market. The resulting market entry strategy generated significant new business, boosted loan disbursements and created a model for future expansion. My contribution underscored the value of data-driven decision-making, credit sales expertise and strategic customer outreach in accelerating product adoption and portfolio growth.

Context and Challenge:

Background: Ngao Credit Limited had introduced a new short-term loan designed for the construction sector, where clients paid only interest in the first two months before settling both interest and principal in the third month.

Business Challenge: Our existing marketing zones were saturated, competitors were aggressively targeting nearby regions and the challenge was to find untapped markets with strong construction activity to ensure successful adoption of the new product.

Strategic Approach:

Planning and Development:

Conducted a gap analysis of existing market coverage to identify under-served regions.
Researched seasonal construction activity, noting July as a peak period for building projects.
Analysed competitor presence across regions, isolating areas with minimal penetration.

Implementation:

Presented a comprehensive proposal recommending Kericho as a priority expansion market.
Developed a targeted marketing strategy aligning the loan product with July’s construction boom.
Collaborated with the field team to ensure accessibility, localised engagement and structured client follow-ups.

Impact:

Quantifiable Outcomes:

Expanded into Kericho, unlocking a profitable new market with strong product uptake.
Generated a significant rise in loan disbursements, directly tied to the new product.
Modelled a repeatable market analysis framework now used for future geographic expansion.

Qualitative Achievements:

Demonstrated the impact of competitive intelligence in shaping growth strategies.
Strengthened branch reputation as a leader in innovative financial solutions.
Reinforced the importance of aligning product features with seasonal market demand.

Lessons Learned:

This experience highlighted that structured market research, competitive intelligence and strategic timing are central to successful product adoption. It reinforced my belief that customer-centric financial solutions, supported by systematic planning and outreach, drive both revenue growth and long-term client acquisition.

Conclusion:

Through careful analysis and execution, I transformed a strategic challenge into a growth opportunity, expanding the branch’s market presence and ensuring the successful launch of a new financial product. This initiative showcased my ability to leverage credit expertise, customer relationship management and data-driven sales planning to deliver tangible business results.

Technical Proficiencies Utilised:

Microsoft Excel: Analysed market coverage, construction trends and competitor activity.
CRM Systems (Salesforce, HubSpot): Tracked leads, client follow-ups and conversion rates.
Google Workspace & Microsoft Teams: Supported collaborative planning and reporting.
Power BI: Visualised market analysis data and presented findings effectively.

Core Competencies Displayed:

Credit Risk Assessment & Financial Advisory
Business Development & Client Acquisition
Sales Strategy & Negotiation
Customer Relationship Management (CRM)
Data-Driven Decision Making

Case Study: Leading Through Organisational Transition to Safeguard SME Portfolio Growth

Executive Summary:

In September 2023, during a critical leadership transition at Izwe Loans Kenya, the Business Development department was left without a manager, placing SME portfolio growth, client relationships and team morale at risk. As the SME Relationship Consultant, I stepped in as acting Business Development Manager, ensuring sales continuity and stability. By implementing disciplined sales processes, leveraging CRM tools such as Salesforce and Excel and adopting a solution-selling approach, I achieved 115% of monthly sales targets for three consecutive months, reduced default risks through improved onboarding and preserved both business momentum and team morale during a period of organisational uncertainty.

Context and Challenge:

Background: Izwe Loans Kenya is a financial services provider focused on empowering SMEs with credit solutions. In early September 2023, the organisation underwent restructuring that temporarily left the Business Development function leaderless.

Business Challenge: The absence of leadership threatened to stall SME loan sales, weaken customer engagement and erode team morale. There was also a heightened risk of client attrition and a potential decline in credit quality due to gaps in onboarding and pipeline management. Management needed an immediate stabilisation strategy to protect business continuity.

Strategic Approach:

Planning and Development:

I took ownership of the leadership gap by designing a stabilisation strategy centred on:
Maintaining pipeline discipline through Salesforce and Excel tracking.
Implementing a solution-selling approach to address SME financing gaps more effectively.
Collaborating with the marketing team to ensure consistent client outreach and visibility.
Enhancing document handling and onboarding processes to strengthen compliance and reduce credit risk.

Implementation:

Sales Cycle Management: Led the entire SME loan sales cycle, combining outbound prospecting with tailored engagement to sustain deal flow.
Team Engagement: Preserved morale by providing direction and encouraging consistent performance despite uncertainty.
Operational Rigour: Instituted systematic follow-ups and reporting processes to ensure accountability and prevent pipeline leakage.

Impact:

Quantifiable Outcomes:

Achieved 115% of monthly sales targets for three consecutive months during the transition.
Prevented disruption of the branch’s growth trajectory despite leadership gaps.
Reduced default risk through improved onboarding and document verification processes.

Qualitative Achievements:

Preserved team morale and client trust, avoiding service disruption.
Demonstrated the value of adaptive leadership during organisational instability.
Established long-term value by improving internal processes, not just short-term sales performance.

Lessons Learned:

This experience reinforced the importance of decisive leadership, pipeline discipline and CRM-driven processes in safeguarding business continuity. It also highlighted how transparent communication and morale-focused leadership are as critical to success as meeting sales metrics.

Conclusion:

By stepping into a leadership vacuum and combining strategic sales execution with operational improvements, I not only safeguarded SME portfolio growth but also enhanced business systems for long-term stability. This achievement demonstrated my ability to deliver results under pressure while strengthening the foundations for sustainable performance.

Technical Proficiencies Utilised:

Salesforce & Microsoft Excel: Maintained pipeline discipline, tracked opportunities and ensured visibility across deal stages.
HubSpot & Google Workspace: Facilitated client engagement and streamlined communication.
Microsoft Teams & Zoom: Enabled virtual collaboration with colleagues and marketing teams during the transition.
Power BI: Analysed performance trends and presented data-driven insights to management.

Core Competencies Displayed:

Credit Risk Assessment & Debt Recovery
Customer Relationship Management (CRM)
Business Development & Sales Strategy
Leadership Under Pressure
Process Optimisation & Data Analysis

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Case Study: Driving Digital Transformation in SME Relationship Management through Remote Operations

Executive Summary:
As an SME Relationship Consultant at Izwe Loans Kenya, I was tasked with ensuring continuity of client engagement and sales performance during a sudden transition to remote work operations in October 2023. The challenge lay in shifting from traditionally in-person SME relationship consulting, credit assessment and sales strategies to a fully digital model. By rapidly adopting and optimising digital platforms such as Salesforce, Zoom and Microsoft Teams, I successfully transitioned 100% of client interactions to virtual channels, sustained sales performance and preserved client satisfaction. This experience showcased my adaptability, digital proficiency and ability to drive operational transformation under pressure.

Context and Challenge:
Background: Izwe Loans Kenya had traditionally relied on face-to-face consultations, in-branch document verification, and physical collaboration to manage SME loan products.

Business Challenge: Following organisational restructuring in October 2023, management announced a complete transition to remote operations. This posed critical risks to service delivery, client confidence and sales performance, particularly as most SME clients were accustomed to in-person banking relationships. The key challenge was to maintain seamless service quality, rigorous credit assessment and client trust while operating fully remotely.

Strategic Approach:

Planning and Development:
I immediately embraced the digital transformation challenge by restructuring my workflow for remote service delivery. I integrated existing platforms such as Salesforce CRM, Microsoft Teams and Zoom to facilitate virtual consultations and designed a new daily schedule to accommodate online meetings and digital documentation. I also began sharing practical guidelines with colleagues to accelerate their adaptation to remote tools.

Implementation:

Client Engagement: Transitioned all loan consultations, credit assessments and follow-ups to Zoom and Teams, ensuring continuity of relationship management.
Digital Workflow: Established processes for remote document verification and approval using CRM tools and secure cloud channels.
Team Enablement: Provided peer support by sharing best practices for digital engagement, improving team adaptability.
Process Efficiency: Streamlined reporting and client pipeline tracking using Excel and Salesforce, ensuring no opportunities were lost.

Impact:

Quantifiable Outcomes:

Maintained 100% continuity in client service delivery during the remote transition.
Achieved and sustained monthly loan disbursement and sales targets despite operational disruption.
Preserved client satisfaction at pre-remote levels, with positive feedback highlighting convenience of digital meetings.

Qualitative Achievements:

Reinforced client trust by proving that SME financial services can be effectively delivered virtually.
Positioned the branch as forward-thinking and resilient in embracing digital transformation.
Strengthened internal collaboration by fostering a culture of adaptability and innovation.

Lessons Learned:
This project highlighted the importance of agility and digital readiness in financial services. It demonstrated that remote operations, when strategically implemented, can match the effectiveness of in-person banking. I learnt that client-centric digital solutions, combined with strong credit assessment practices, are key to maintaining service excellence in evolving work environments.

Conclusion:
Through structured planning, digital tool adoption and continuous client engagement, I ensured seamless business continuity and sustained sales excellence during a critical organisational transition. This initiative underlined my ability to deliver credit management and SME relationship consulting services in remote environments, a vital capability in today’s globally distributed workplace.

Technical Proficiencies Utilised:

Salesforce & HubSpot: Managed loan pipelines, tracked remote engagement and ensured follow-ups.
Zoom & Microsoft Teams: Conducted virtual consultations, document reviews and team coordination.
Microsoft Excel & Google Workspace: Analysed client financials, prepared reports and enabled collaborative workflows.
Power BI: Supported reporting and visualised performance data to monitor progress.