Posts tagged ‘loan officers’

Kiva Fellows: Mixing Business with Pleasure

a job that lets you travel across Mongolia... AND play table tennis while you wait at the airport?!

A job that lets you travel across Mongolia… AND play table tennis while you wait at the airport?!

Here in Mongolia, my top priority with XacBank has been to complete borrower verifications (BVs)—visits to 10 randomly selected Kiva clients to ensure that everything in the field checks out with the information reported to Kiva’s San Francisco headquarters. As it happened, the borrowers in my sample were scattered across the country. Here’s a summary of what my month of April looked like:

  • 1 month spent
  • 4,872 km covered
  • 9 borrowers verified
  • 5 aimags traveled to
  • 7 branch offices visited
  • 10 training sessions delivered
  • 35 loan officers and other staff trained
  • 13 top Kiva borrowers recognized
  • 1 television interview completed
  • 67 client waivers checked
  • 2 runaway borrowers chased down
  • 1 Kiva Coordinator-Extraordinaire
  • 2 beautiful lakes and other sights experienced
  • 4 items delivered via Mongolian messenger service
  • Many kilos of cheese curds (and other nice gifts!) received

I couldn’t help but feel lucky—I knew it would be an eye-opening experience to visit all these different parts of Mongolia. After all, I think most Kiva Fellows are in this as much for the professional experience as for the exposure to new countries and cultures. Why not mix business with pleasure if you can?

Runaway borrowers

I’ve talked before about some of the work that Kiva Fellows do when we visit branch offices during our BVs, but what I didn’t explain was how, in order to successfully complete a BV, the Fellow must meet with every single borrower on the list. If for whatever reason, a borrower is unavaible or nowhere to be found (and that’s happened before!), the sample must be re-drawn and 10 new borrowers must be verified—no matter how close you were to finishing the first set of 10 (and irrespective of how far and long you had to travel to see them). So it’s safe to say that Kiva Fellows sweat it a little when these meetings don’t line up perfectly. And people are often on the move, which can raise some serious logistical challenges sometimes.

Kiva borrower Aibek - what a relief it was when we finally caught up to him!

Kiva borrower Aibek – what a relief it was when we finally caught up to him!

Take Aibek, for instance. Batzul, the Kiva Coordinator at XacBank, booked us flights to go see him in Bayan-Olgiy, the western-most province of Mongolia (flying made sense given that Olgiy, the city centre, is a 3 day drive from UB). She also arranged our accommodations and made plans with the Director to deliver training sessions at the branch office. We were all set to leave on Monday morning, but late in the afternoon of the Friday before, she called me up sounding very serious: ‘Aibek is not in Bayan-Olgiy. He’s in UB right now. I just spoke to the loan officer.’

the plane we took to Bayan-Olgiy

the plane we took to Bayan-Olgiy

The trickiest part was that he was only planning to be in UB for a few days—which meant that by the time we came back from our branch visits in Bayan-Olgiy and Uvs provinces, he would have left already. We couldn’t change our flights, and flying to Bayan-Olgiy a second time was pretty much out of the question. So the best thing to do was to meet in UB during the weekend. We made plans to meet him on Saturday at 10 a.m. in his neighbourhood. We made our way to the east end of the city and waited… No Aibek.

Batzul called the loan officer in Bayan-Olgiy, who then called Aibek, but he wasn’t picking up his phone. We communicated through his wife, who was at home. We waited and waited. No Aibek. We gave up and agreed to try and reschedule.

Our opportunity came that afternoon. Aibek, the loan officer told us, would meet us by the Wrestling Palace at 1 p.m. When we got there we searched in vain for any passers-by who looked like the man in the borrower profile. An hour passed. No Aibek.

But the third time’s a charm, right? On Sunday afternoon I got a call from Batzul—Aibek had been located! We hopped in a taxi and made our way to the west end of the city. We were driven to a desolate, industrial area surrounded by auto body shops, where random vans were parked and people seemed to be waiting around for something. We waited in the safety of the taxi, but when no Aibek appeared, we cautiously stepped out and started asking strangers if they knew of our man. Eventually, one of them pointed us to a van, and lo and behold, Aibek was there!

Bayan-Olgiy

Our first stop in our travels was Bayan-Olgiy. Bayan-Olgiy is a special part of Mongolia: This region is home to the country’s Kazakh minority, giving it a very distinct feel from the moment you arrive. The Kazakhs, who make up some 90% of the population of this province, adhere to Islam (rather than Buddhism, like much of the rest of Mongolia), and the predominant language is Kazakh, not Mongolian (though most people speak both). From my hotel window, I could hear the evening call to prayers.

visiting the main mosque in Olgiy, where 90% of the population practice Islam

visiting the main mosque in Olgiy, where Islam is the main religion

The Kazakhs were first drawn to the high mountain pastures in the region in the mid-1800s, where they let their sheep graze during the summer months. Throughout most of the 20th century, they were an isolated, tight-knit community, and this region is considered even by people in Kazakhstan as the best-preserved example of Kazakh culture. One of the things it’s best known for is the Eagle Festival, which takes place every year in October.

even the houses in Bayan-Olgiy look different than the rest of Mongolia

even the houses in Bayan-Olgiy look different than the rest of Mongolia

I think my Kazakh colleagues were as curious about me as I was about them. I immediately started learning some words in their language. Instead of bayarlalaa for ‘thank you,’ they say rahmed. Amansasbaa is the common greeting, whereas in Mongolian it’s sain bain uu (or more casually, you can say salem in Kazakh). And learning to say tansganmaa huanshtaman (it’s nice to meet you) came in pretty handy several times later on!

with a couple of the colleagues who treated me to lunch

with a couple of the colleagues who kindly treated me to lunch

delivering Kiva training to the staff at the Bayan-Olgiy branch

delivering Kiva training to the staff at the Bayan-Olgiy branch

Having finished our work at the branch quickly, our colleagues took us to see the main mosque in town, followed by a hike up a nearby peak to get a beautiful view of Olgiy, the Altai Mountains, and the river that flows from them. Later, the Branch Director and driver took us on a long and bumpy drive to Tolbo Nuur, a freshwater lake about 50km south of the city centre. Though it was still frozen, it was amazing to see a body of water (there aren’t many in Mongolia!).

taking in the landscapes on our way to the lake

taking in the landscapes on our way to the lake

the driver, the Branch Director, and Batzul at Tolbo Nuur

our driver, the Branch Director, and Batzul at Tolbo Nuur

Next stop: A visit to the Branch Director’s extended family living in the countryside! True to Kazakh/Mongolian hospitality, they welcomed us warmly and prepared a massive and delicious feast for us. It’s customary for people in Mongolia to welcome strangers—locals and foreigners alike—into their homes and feed them. It stems from their nomadic history, in which families would help other people who were passing through the area, or receive visitors from different parts of the country (for example, the capital) and exchange news with them. It’s a beautiful aspect of the culture here.

the Kazakh family who welcomed us into their home

the Kazakh family who welcomed us into their home

the feast that they prepared for us (top) and our driver carving up 4 different types of meat (bottom)

the feast that they prepared for us (above) and our driver carving up 4 different types of meat (below)

IMG_7056

a horse and its foal that the family owns

a horse and its foal that the family owns

On our way back to Olgiy, we soaked in the peaceful landscapes of the countryside…

wild swans taking flight

wild swans taking flight

cows grazing by the water

cows grazing in the quiet evening

IMG_7078

the moon rising over the countryside

A picnic at Uvs Nuur

By midweek, we were bidding farewell to our new friends in Bayan-Olgiy and boarding another plane, this time bound for Uvs. We were welcomed at the airport by a small crew, and no sooner did we arrive at the branch than we got down to business. Client waivers, visits to borrowers, loan officer training—check, check, check! Then the branch staff treated us to a warm welcome dinner at a nearby Korean restaurant. We were starting to feel like royalty!

the Kiva borrowers who were recognized by XacBank

the Kiva borrowers who were recognized by XacBank

The following morning, we had certificates and tokens of appreciation to hand out to 5 Kiva borrowers who had repaid their loans on time (or early). It turned out that the Branch Director had invited the local television crew to film the small ceremony! They asked me to say a few words about Kiva, so I was happy to talk about the good work Kiva and XacBank are doing. It aired on the evening news that night. I guess that makes me famous in Mongolia!

Batzul with the Branch Director (left) and two staff members from the Uvs branch

Batzul with the Branch Director (left) and two staff members from the Uvs branch

Next on the agenda was a trip to Uvs Nuur, a saltwater lake that is the largest in Mongolia. Lucky us! We followed a road for part of the trek but veered off after a while to avoid muddy areas where our SUV could get stuck. We zigzagged across an open field and eventually made it to the water’s edge, where Mongolians love to come and take a dip in the summertime. It was a cool but sunny afternoon, and we took in the warm rays as we sat idly by the water’s edge and enjoyed the picnic our colleagues had packed for us. We couldn’t have spent a nicer time in Uvs!

Lake Tolbo

Uvs Lake

Business owners, an ancient monument and a stolen dinosaur

The following week, we hit the road for two more aimags, Arkhangai and Bayanhongor.

driving along a Mongolian superhighway

driving along the Mongolian superhighway from Arkhangai

some stretches of the road where you don't want to get stuck!

some stretches of the road where you don’t want to get stuck!

seems sturdy enough for our SUV, right?

seems sturdy enough for our SUV, right?

There, we had the opportunity to meet some borrowers who told us about their businesses. It’s always rewarding to make the connection between the borrower profiles on Kiva’s website and the people who are actually behind them. It’s also nice to see microcredit working effectively. These lovely ladies passed along their thank you’s to their Kiva lenders… Allow me to introduce them.

Byambahuu, who runs a produce and variety stand at the local market in Tsetserleg - and the recipient of a 9% interest incentive recognition award

Byambahuu is standing in front of her produce and variety stand at the local market in Tsetserleg. She was recognized by XacBank for her efforts to repay her loan on time, getting back 9%  of the amount she paid in interest deposited back into a savings account.

Oyunchimeg has a dairy stand at the local market in Tsetserleg, where she sells cheese curds and other milk products. She makes some of these products herself, while the rest she purchases from nomadic herders in the countryside.

Oyunchimeg has a dairy stand at the local market in Tsetserleg, where she sells cheese curds and other milk products. She makes some of these products herself, while the rest she purchases from nomadic herders in the countryside.

Munhdelger sells a variety of housewares and other goods at the outdoor section of the local market in Tsetserleg.

Munhdelger sells a variety of housewares and other useful household goods at the outdoor section of the local market in Tsetserleg.

Gerelmandah is a tailor who takes custom orders to make beautiful traditional Mongolian clothing, such as deels (below). It's a trade that was passed on to her by her mother, and one which she is now passing on to her own daughter.

Gerelmandah is a tailor in Bayanhongor who takes custom orders to make beautiful traditional Mongolian clothing, such as deels (below). It’s a trade that was passed on to her by her mother, and one which she is now passing on to her own daughter.

IMG_7756

While visiting these aimags, we also learned about some of Mongolia’s rich natural history. Not far from Tsetserleg, Arkhangai’s city centre, is Taikhar Chuluu, a large rock formation that juts out in the middle of a wide plain. Legend has it that a snake emerged from the earth one day, many moons ago, and a hero named Bökebilig forced it back and sealed off its cave with this rock. The rock has been revered by various civilizations since ancient times, as evidenced by the Mongolian, Tibetan, and Turkic inscriptions which can be found on it (the latter which dates back to the 6th century AD, although sadly, most of the inscriptions have been overwritten by modern-day graffiti).

one has to wonder how this got here... if not for the legend

one would have to wonder how this got here… if not for the legend

And did you know that it’s possible to smuggle a dinosaur out of a country? Luckily, the one that was taken from Mongolia is now on its way home. Bayanhongor, which is part of the Gobi Desert region, is home to some of the incredible dinosaur fossils that have been unearthed since the 1920s. These include many dinosaur eggs and several Velociraptors (which of course you’ll remember from Jurassic Park!). One of the most famous discoveries is of a Velociraptor and a Protoceratops that were locked in battle and frozen in time 80 million years ago. You can also see exhibits such as a nest of newborn baby dinosaurs, and a mother protecting her young at the Natural History Museum in UB—that is, when they’re not out touring the world!

the dry and dusty desert climate of Bayanhongor is also evident in the main city centre

the dry and dusty desert climate of Bayanhongor is also evident in the main city centre

The Mongolian Messenger

I witnessed another curiosity during these BV travels. In a country where there are effectively no street names or real addresses, I’ve been intrigued by how mail gets delivered around here. You may know that the Mongolian Empire had a highly developed mail system at the height of its rule. People have assured me that when they receive mail—that is, anything that cannot be taped to their doors—they are given notices to go pick it up at the nearest postal outlet. Sounds reasonable, right?

But the truth is, Mongolians today have instituted an informal delivery system that would surely do Chinggis Khan proud. My edification began as Batzul and I waited in line at the check-in counter in the UB airport to fly to Bayan-Olgiy. A man was hovering nearby, and finally he approached Batzul. They exchanged a few words in Mongolian; he passed her an envelope, and she took down a phone number. I observed the whole interaction somewhat suspiciously.

‘What was that all about?’ I asked after the man had gone.

‘Oh, he just wants me to deliver something in Olgiy,’ she replied casually. And to my confused stare, she added, ‘It’s the Mongolian Messenger service.’

As if that explained everything! My jaw must have dropped. I started sputtering… What? How? Who?? I was full of questions!

These questions were somewhat cleared up when we arrived in Olgiy. As we stopped for lunch with our branch colleague, Batzul got on the phone and a short while later, a lady walked into the restaurant. Just a few words were exchanged before the envelope was handed over and the lady walked back out. I watched in fascination. ‘How did you know she was the right lady?’ I exclaimed.

‘Because I just talked to her on the phone,’ Batzul answered matter-of-factly.

‘But don’t you need to see her ID or something?’ I persisted.

‘No.’ We resumed eating.

This happened again and again until I finally started to believe in the system. Coming back to UB this time, we walked out of the baggage-claim area of the airport and Batzul delivered another envelope straight into the outstretched hands of a stranger. She knew him by the black shirt he was wearing, she assured me. On the way into the city, our driver stopped along the road from the airport, not once but twice, at seemingly random intersections where our little Messenger hopped out, delivered her goods to waiting recipients, and hopped back into the car. I was blown away.

a typical plane which carries private messages across Mongolia... and a typical messenger who delivers the service

a typical plane which carries private messages across Mongolia… and an example of a messenger who delivers the service

The Kiva Coordinator-Extraordinaire

Speaking of this Messenger, delivering envelopes isn’t Batzul’s only talent. For the past four months, I’ve had the pleasure of working with her, and for good reason: She is a truly exemplary Kiva Coordinator. We’ve worked closely together, particularly during all of our branch visits for the BVs, and I must say we’ve made a great team. We get our work done quickly and efficiently, and even have time left to have some fun (as you now know).

But it’s not just that. Batzul is an impressive young professional all on her own. She is always on the ball with her Kiva work and manages several other projects on top of that. But the best part about her is that she takes immense pride in her job as a Kiva Coordinator, and also in the fact that her work is impacting the lives of many Mongolians. Whether we are running a training session together, or visiting a borrower, she’s been far more than just a translator. She elaborates by adding anecdotes and lessons from her own stock of experiences, including her interactions with branches, loan officers, and clients, thus adding colour and depth to the messages we deliver. She makes my job as a Kiva Fellow easy!

Batzul, the Kiva Coordinator-Extraordinaire (left) and the lucky Kiva Fellow who works with her

Batzul, the Kiva Coordinator-Extraordinaire (left) and the lucky Kiva Fellow who works with her

Just as I had thought, the opportunity to see so many different parts of Mongolia for my BVs was fun, rewarding, and incredibly enriching. And I have Batzul, the Kiva borrowers, XacBank, and all the incredible people at the branch offices we met to thank for that—so from the bottom of my heart, thank you everyone for a truly amazing experience!

2 June 2013 at 10:30 1 comment

Of Baby Animals and Borrowers in Selenge

Spring has arrived in Mongolia! That means warmer weather (afternoons creeping closer and closer to the double digits)… and, of course, baby animals!

I had the opportunity to travel to Selenge aimag (province) last week with XacBank, one of Kiva’s partners in Mongolia. (more…)

13 April 2013 at 04:33

A Day in the Life of a Loan Officer: Comparing Honduras, Colombia and the United States

By Rose Larsen, KF19 Colombia, with excerpts provided by Wesley Schrock, KF19 Honduras, and Luan Nio, KF18 Nicaragua/KF19 United States

Loan officers are the hidden heroes behind the Kiva model.

Lenders, borrowers, Kiva staff and Kiva fellows all show their beautiful faces somewhere on Kiva.org, and while Kiva’s field partners have profiles of their own, there is little explanation or clarity behind who actually, physically, goes to the clients’ businesses, evaluates their requests, delivers loans and picks up repayments (hint: it’s loan officers!). Likewise, loan officers have varying degrees of knowledge about (or interest in) what Kiva is – some are enthusiastic supporters, while others are just doing their job, the photos and borrower profile information just one extra step as they navigate the hundreds of borrowers that they work with.

Yet in my experience, no matter what their attitude is towards Kiva, these loan officers care deeply about their clients, are well known in their sector or neighborhood, and work long hours to ensure that anyone who wants a loan has the chance to apply for one.

I got to know quite a few while here in Colombia, as I accompanied a different loan officer on each trip to the field. Loan officers are often a Kiva Fellow’s best friend in the field, so I asked a few other fellows what their experiences with loan officers was like.

Unsurprisingly, just as all of our field partners vary immensely, the jobs and lives of the loan officers vary across different regions. To give you a better idea of what a somewhat hidden yet key part of the Kiva process looks like, we’ll travel around the world visiting three different microfinance institutions and getting to know three different loan officers, learning about why they do the work that they do, and seeing a little bit of their daily routine.

Loan Officer #1: Jarling, Loan Officer with COMIXMUL, Honduras

Kiva Fellow: Wesley Schrock, KF19 Honduras

MFI Background:  COMIXMUL is a savings and loan cooperative exclusively for women in Honduras. They are a new Kiva field partner and have yet to post a loan to the site (although they might have a few up by the time this blog is posted).   COMIXMUL hopes to fund three specific products on Kiva: agriculture loans, youth entrepreneurship loans and solar panel loans – all products for which traditional funding is limited.

Personal Background:  Jarling, who has worked as COMIXMUL loan officer for 3 years, is 30 years old, married, and has 2 children.  Previously, he worked as a sales representative for a drinking water company.   This sales and customer service experience made him an ideal candidate for COMIXMUL’s loan officer training program.  After successfully completing 2 months of training, Jarling was a full-fledged loan officer, responsible for building and maintaining his own loan portfolio.  Unlike his previous employer, COMIXMUL offers a competitive salary, a benefits package, and the opportunity for career advancement.

In the Office:  Loan officers work Monday through Friday from 8AM – 5PM and Saturday from 8AM – 12PM.  The day begins and ends in the office, which Jarling walks to and from.  Administrative duties, like making sure a client’s loan application materials are in order, require an hour or two at the start and end of each day.  Jarling works out of a shared office, but has his own small desk with a desktop computer.   While clients do not use email, all clients have mobile phones.  Hence, all client communication is done in person or over the phone.

In the Field:  The majority of the day is spent riding around on a COMIXMUL-owned motorcycle visiting existing clients or promoting the cooperative in an effort to gain new members.  Jarling might visit an existing client simply as a courtesy, but more likely because the client is delinquent, or wants to refinance an existing loan, or is seeking a new loan.  He manages a portfolio of 110 clients whose businesses include convenience stores, food stands or restaurants, new and used clothing stores, bakeries, and pastry shops.  The day’s schedule permitting, lunch is taken at home; however, he often has to lunch in restaurants or food stands.

*In the video, Jarling is meeting with a client, Maria, who runs two clothing stores.  COMIXMUL has helped her to expand her business; when she started with the cooperative 3 years ago, she had only 1 store.  Jarling paid Maria a visit because she was over a week late in making her December loan payment.  Given Maria’s excellent repayment history, the tone of the visit was friendly; Jarling just wanted to find out the reason for the delinquency.  Maria explained that she had extra holiday expenses, but promised to make the repayment the following week.  Taking her for her word, Jarling amicably departed.

Implementing Kiva:  Jarling has moved up the ladder at COMIXMUL: as a veteran loan officer he now serves an exclusively urban clientele.  His initial territory was a rural area, in which agricultural loans predominate.  From a loan officer perspective, an urban clientele is more desirable because urban areas are easier to serve – distances are shorter, mobile phone reception is better, and the routes are safer.   Given his territory, Jarling will only be working with one Kiva product, youth entrepreneurship loans.  COMIXMUL’s established processes mimic the Kiva model: loan officers are accustomed to taking client photos, writing client biographies, and tracking client progress.  Hence, he doesn’t anticipate that implementing Kiva will pose significant challenges.

Loan Officer #2: Mario, Loan Officer with Fundación Mario Santo Domingo, Colombia

Kiva Fellow: Rose Larsen, KF19 Colombia

MFI Background: Fundación Mario Santo Domingo (FMSD) has been with Kiva for over three years, and has been working in the microfinance sector for more than 30 years. They work primarily with borrowers on the Caribbean coast, in the cities of Barranquilla and Cartagena. Most of their loans are for traditional urban businesses like beauty salons, corner stores and fruit stands. They also have many other social projects, including trainings for entrepreneurs, affordable housing projects, and even an ecological high school for poor children on Isla Baru.

Personal Background: Mario has been a loan officer for FMSD for almost 21 years. He studied accounting and financial administration at a local university, and says that he never imagined working as a loan officer. However, one of his professors was also a director at FMSD and encouraged him to take the exam to become a loan officer. Mario lives in a northern neighborhood in Barranquilla with his wife and two children, and has been assigned a variety of neighborhoods in the southern sectors to work in. FMSD helped him buy a car through loans, so now he is easily able to cover the wide swath of city he has been assigned. Though it is challenging to deal with so many clients, and to often have to sort through difficult situations, Mario loves that his job allows him to work with people, and seeing people improve their lives through microloans makes it all worth it to him.

In the Office: Mario generally spends mornings in the office, working from 8 to 12:30 processing paperwork, organizing clients’ loan applications, and calling clients. His phone is constantly ringing with calls from both current and potential clients. He also attends weekly credit committee meetings with other loan officers and his boss, to discuss new clients and determine whether or not they will receive loans.

In the Field: Mario’s afternoons are spent in the field, visiting clients all over Barranquilla. After stopping home for lunch, he heads out in his car to visit new clients, check in on current clients and follow up with clients who have finished their loans. Mario currently manages 260 clients, visiting 4 or 5 per day when he needs new information from them, or up to 9 when he’s just checking in to see how they are doing. Another important part of an FMSD loan officer’s job is promotions, or attracting new clients – Mario is constantly looking around for new businesses near his current clients to offer loans to.

On the day I spent with Mario, we spent time with 3 clients and stopped in to say hello to 2 more. One visit was with a seamstress who was asking for a non-Kiva loan (any loan over $1500 is provided with FMSD’s other funding source, although it has a higher interest rate), another visit was with a new Kiva client, a woman selling lotions and perfumes out of her home, and the final visit was to check in on a client who wanted a new loan but couldn’t find a co-signer to back the loan.

Implementing Kiva: Mario is a great believer in Kiva, even though taking photos of clients and filling out Kiva forms adds some extra time to his work. Though there are many other banks and NGOs providing loans in Barranquilla, Mario says that working with Kiva distinguishes FMSD from the rest.

Making a difference: There is no doubt that the loan officer job is very difficult. Mario struggles to maintain positive relationships even with clients who are constantly late with repayments. But he knows that he is making a difference not only in the lives of individual clients, but in Colombia as a whole. When FMSD first started giving out loans in 1984, it was the only player in the field. Now, many commercial banks and other organizations are giving out loans too, and Colombia is becoming more developed. He notes that by offering his clients, many of whom are very poor, access to financial services, he is giving them more confidence in themselves. They see that someone trusts them to take out a loan and this encourages them to follow their dreams and work hard to improve their lives.

But don’t take my word for it, check out what Mario has to say about whether a loan officer’s job is fulfilling or not:

Loan Officer #3: Nick, Loan Officer with ACCION San Diego, USA

Kiva Fellow: Luan Nio, KF19 United States

MFI Background: ACCION San Diego is one branch of a microfinance institution that operates all across the US as well as internationally. They are new to Kiva, with just four months on Kiva’s site and 23 loans so far. They help small business owners and entrepreneurs in the San Diego area get funding, which can be complicated for new businesses in the US, and also offer business training and workshops on important subjects like marketing, finance, and legal issues.

Differences between US partners and international partners: Luan is unique in that she worked with a partner in Nicaragua as a member of KF18, and now is serving in the US in KF19. She offers some perspective on the differences in loan officers’ roles in the US versus a less developed country:

Based on my experience between Nicaragua and the US, the main differences I can see are as follows:

  • More use of technology here, especially when communicating with clients. Loan officers here are more often in the office than in the field because they use e-mail and phone more, and they have fast cars and highways so site visits don’t require much time. Everyone here has internet and some people (including loan officer Nick) have 2 computer screens.
  • Both clients and loan officers here fully grasp the idea of Kiva and are able to exploit it to the fullest. ACCION SD, for example, aims to do mostly videos for both new borrower profiles as well as for journals. Kiva clients here may use their Kiva profile for marketing, though we haven’t seen this yet since ACCION SD is just getting started with Kiva.
  • Here, Kiva lenders and Kiva borrowers often live in the same country, so the borrower-lender connection might be stronger. You can actually visit the business you lent to in person here. It is therefore easier for loan officers to “sell” Kiva to clients.

Conclusion

As the three profiles show, while the main functions of loan officers’ jobs around the world are the same, their lives can vary immensely.

Their jobs are divided between time in the office and time in the field, but the amount of time spent in each depends on a variety of conditions:

  • Where their borrowers are located – loan officers with borrowers who are more spread out or in rural areas with bad roads spend more time in the field. All three loan officers profiled spend less time in the field than some of their counterparts, because they work mainly in urban areas.
  • Levels of technological development in the country – in Honduras and Colombia, mobile phones are widespread, cutting down on some visits as loan officers can call most of their clients for quick questions, and are also able to schedule appointments in advance. In less developed areas with little access to phones, loan officers must visit clients every time they have a question, and may arrive at the client’s house when the client isn’t home. In the US, even fewer visits are required as many items of business can be taken care of via phone and email, which most borrowers have access to. Also, roads are better so trips to the field don’t take as long.
  • Microfinance Institution (MFI) policies – Because FMSD clients repay their loans by going to a bank and transferring the money to FMSD, loan officers don’t have to visit clients for repayments. ACCION San Diego clients also mail checks into the MFI. This means much less time in the field than organizations that require loan officers to pick up repayments (even when it’s just a few dollars a week).

Still, in the end, these loan officers in North, Central and South America do have a lot in common – they are all dedicated to their clients, which means that even if following Kiva’s extra rules and procedures (filling out extra paperwork and taking photos of their clients) adds some time to their day, they are each happy to put in the extra work so that clients who normally wouldn’t get a loan finally have access to credit. There are hundreds or perhaps thousands of loan officers around the world who work with Kiva clients, and from what I’ve heard from other fellows, it’s safe to say that Jarling, Mario and Nick are not atypical in their commitment to their clients.

So the next time you read a detailed borrower profile, spot an especially well-framed photo or receive an interesting journal update, think about all the work put in behind the scenes by a hardworking loan officer!

Special thanks to Jarling Ramírez, Mario Moreno and Nick Miluso for agreeing to let a Kiva Fellow follow them around all day, even though they are all incredibly busy!

Support these loan officers and the organizations they work for by making a loan to a borrower from COMIXMUL, FMSD or ACCION San Diego. Want to meet some loan officers in person? Read more about the Kiva Fellows Program, and then apply to be a Fellow!

6 February 2013 at 08:00 1 comment

A Mexican Tale of Women and Sheep

Emmanuel M. von Arx | KF 16+17 | Mexico

Who would have thought that my second Kiva Fellowship would teach me just as much about microfinance as about the rearing of sheep? Seriously, ask me anything you want: How do you best hold a lamb? How do you wrestle with a grown-up mutton? How do you treat sheep for worms? Where and how often do you set them a vaccine? How do you determine a sheep’s age? Why does a sheep bite normally neither hurt nor bleed? For what reason does a sheep have four stomach compartments? And how do you compel a lamb’s reluctant mother to accept her kid after birth? I owe this knowledge to UNAM-educated veterinarian Linda Velázquez Rosas, who made a sheep-expert not just out of me, but also out of 200 amateur sheep-owners in and around the little town of San Felipe del Progreso, two hours west of Mexico City. This training was made possible by Vision Fund Mexico (also known as Fundación Realidad or FRAC), a Kiva field partner that excels both at financial and non-financial services (in a previous blog post I documented an artisan fair in Mexico City that was co-organized by FRAC).

Continue Reading 6 July 2012 at 08:00 6 comments

Beyond Financial Services: Mexico’s Greatest Artisan Fair

Emmanuel M. von Arx | KF 16+17 | Mexico

Shortly after arriving at my first Mexican microfinance organization, FRAC (or Fundación Realidad, soon to be called Vision Fund Mexico), I had the joyful task of presenting in the name of Kiva two Social Performance Badges to its enthusiastic staff: one for Vision Fund Mexico’s strong and persistent focus on poor people, and one for the organization’s success in empowering families and communities. The description of the Family and Community Empowerment Badge on Kiva’s homepage immediately piqued my interest: it states that recipients of this badge “implement innovative business practices and offer services in addition to their financial products to meet the needs of the people they serve.” Innovative business practices and additional services beyond financial products? At FRAC? I began to ask members of FRAC’s staff and was soon pointed to some great examples of non-financial services that Vision Fund Mexico has provided in past months and year: they include support in product marketing and distribution given to beekeepers and artisan villages, over 380 free financial literary workshops for well over 4,000 borrowers, and free expert veterinarian training and medical services provided to hundreds of borrowers who are raising cows and sheep in their backyard. While I hope that some of these topics will be addressed by future guest blog posts of FRAC staff members (continuing the series that was started by Rosa’s gorgeous post on her recent field visit), I will report here on FRAC’s selfless contribution to Mexico’s largest artisan fair, the Expo FONAES. In many ways, this is just another example to David Gorgani’s great piece on the wide range of non-financial services that Kiva field partner organizations provide.

Continue Reading 22 June 2012 at 08:00 4 comments

Recycling for Life and Family in the Mexican Countryside

Emmanuel M. von Arx | KF 16+17 | Mexico

I have a confession to make: I love to browse Kiva borrower profiles – even occasionally without any actual intention to make a loan. I believe that reading the stories of borrowers from all over the world and knowing their dreams tells me more about a country and the mentality of its people than even the best of all travel guidebooks. And knowing some of the challenges they are facing in their lives and how they are surmounting them, being aware of the long hours they work every day and their dedication to their families – all this inspires me deeply and on a very personal level: if people can thrive under difficult circumstances thanks to incredibly hard work and a dream, then I should and will be able to do something meaningful and lasting with my own life as well! My Kiva lender profile reads: “I loan because… Kiva borrowers never cease to inspire me with their courage, talent, and dedication!”

That strong sense of inspiration that speaks to me out of every Kiva borrower’s history has been multiplied during my time in the field as a Kiva Fellow in the course of many personal meetings with borrowers. I have met literally dozens of borrowers who have left an indelible mark in my heart and mind. But recently I have met a borrower who is so extraordinary and unusual that even I – one of the more seasoned Kiva Fellows – was blown away. Her name is Ma de los Angeles and this blog entry tells the story of her work and her success.

Continue Reading 1 June 2012 at 08:00 6 comments

The Heart of Kiva – A Guest Blog from Mexico

Emmanuel M. von Arx | KF 16+17 | Mexico

Kiva is all about stories – what draws us all in and inspires us to lend are the stories of courageous micro-entrepreneurs that speak of hard-ship and success, challenges and dreams, love and dedication. But Kiva is not just about borrowers and their stories. It is also about the people behind the scene on the ground – the staff of the close to 150 field partners of Kiva – who screen loan applicants, grant, administrate, and look after Kiva loans, and make sure that Kiva borrowers are treated respectfully and fairly. Their stories are almost never told. Yet, the local staff of Kiva´s Field Partners are those people who make the magic happen – they are the ones who make Kiva possible. If Kiva Fellows are called the “eyes and ears in the field”, I propose local MFI staff be called “the brain and heart of Kiva.” MFI staff has insights on the conditions on the ground, the local mentalities, and the practical aspects of microfinance that can rival (and – I have no doubt – normally exceed) those of Kiva staff and Fellows. Yet, their perspective is seldom heard and their stories are rarely told.

Just how much local field partner staff have to tell and to share with the world I learned during the brief three week period during which I had the pleasure to be the Kiva Fellow for FRAC or Fundación Realidad (soon to be known as Vision Fund Mexico) in Mexico City. FRAC, has over 200 employees – they encompass 200 breathtaking stories and lives from all over Mexico, coming together in FRAC’s vision of wanting to provide financial and non-financial services to those families who do not have access to formal banking services in order to improve their quality of life.

During my work in FRAC’s Mexico City Headquarter, the MFI’s staff turned out to be an endless source of inspiration for me. There was not one person I talked to whose story and motives wouldn’t be worth sharing. Within a few brief hours I felt not just surrounded by close friends, but soul-mates – I discovered that everybody around me was at least as passionate and enthusiastic about FRAC’s and Kiva’s work and the impact of micro-finance as I am.

As soon as I told FRAC’s staff about the Kiva Fellows Blog, I was bombarded with requests of staff members to publish their thoughts and their experiences on it. Many have a particular pet project they feel most passionate about; others have made an experience on the job they are keen to share. Thus grew the idea of creating a little guest blog within the Kiva Fellow Blog. I offered to all staff to publish their thoughts and words on the Fellows’ blog as a way to make readers aware that Kiva doesn’t just connect lenders with borrowers, but that it connects lenders with local staff with borrowers with friends with staff with borrowers with lenders with… stop! Let’s just say: Kiva connects people through lending!

Rosa Gonzalez is the first staff member of FRAC who agreed to share her experience. She was hired by FRAC as their English-Spanish translator a few days after I joined the organization as a Kiva Fellow. Rosa translates both borrower profiles and journals for FRAC borrowers before they are being published or sent to lenders. But let me introduce Rosa in her own words – you will immediately see that they are pure poetry.

Continue Reading 24 April 2012 at 08:58 5 comments

Who are these handsome devils?

Loan officer AMETEPE Kafui, who waited patiently for the foreigner while he made pretenses to know what he was doing with the camera.

Previous to the Kiva Fellowship, I worked for the Canada Revenue Agency, Canada’s federal tax department.  It was the only job I’ve ever had where I was reluctant to tell people what I did for a living.  While working for the Agency carries with it a certain stigma, the job itself can be described as people management; you learn to understand and quickly read your fellow citizen and how best to communicate with them, all the while recalling that you’re there to serve their best interests.

(more…)

14 March 2012 at 10:00 15 comments

Loan Officer Spotlight: FODEMI’s Freddy Andrade

Isabel Balderrama/KF-17/Ecuador

The most often quoted fact by Kiva members and enthusiasts is its borrowers’ remarkably high repayment rate of 98.91%. How does Kiva manage to get this vast majority of people, located in all corners of the world, to be this good at repaying back their loans? Is it magic? No, no… The reality is simultaneously simpler, and more complicated than that. It’s a chain really: Kiva relies on its Field Partners to get the job done, and these field partners, in turn, come to rely on their teams of loan officers to interview the clients and to educate them properly on why paying back on time is a must.
I wanted to take some time and recognize one of these keen and valuable loan officers: Ecuador-based FODEMI’s Freddy Andrade.

Continue Reading 2 March 2012 at 08:00 2 comments

Producto Creer: How for a Bank Doing the Right Thing Can Pay Off

By Emmanuel M. von Arx, KF16, Guayaquil (Ecuador)

My host and Kiva´s partner organization Banco D-MIRO provides over ten different types of microloans to borrowers in and around Guayaquil: among them loans to finance housing improvements, school expenses, medication, and loans awarded specifically to employees, young clients with a business idea but no experience, and – as Ecuador´s only microfinance institution – discount loans for HIV-positive micro-entrepreneurs. Yet, one borrower group beats all other borrowers in their dedication and commitment to paying back their loans on time: the well over 400 disabled borrowers of Banco D-MIRO, whose payment discipline has turned “their” loan – “Producto Creer” (“Product Believe”) – into the most successful and inspirational product of D-MIRO´s extensive spectrum. The delinquency rate of Producto Creer is by far lower than that of any other major micro-loan type of Banco D-MIRO, which means that borrowers of Producto Creer are better at paying back their monthly rates than any other client group! In these times of economic and social turmoil, Banco D-MIRO´s Producto Creer may be a much needed reminder that it may pay off for banks to do the morally right thing.

Continue Reading 20 December 2011 at 04:00 1 comment

A Typical Day in the Life of a Kiva Fellow: Loan Officer Training (Video Blog Post)

By Emmanuel M. von Arx, KF 16, Guayaquil (Ecuador)

Video posts on a “typical day” in the life of a Kiva Fellow are a time-honored tradition on the Fellows Blog. Without any more words, here is my contribution to the video series of documenting a typical day in the life of a Kiva fellow. Like all previous contributors to the series, I am keenly aware that there is no “typical day” for Kiva Fellows. But taken together, the growing number of “typical day”-videos may at least convey something of the diversity, unpredictability, spontaneity, and joy that a typical untypical day of a Kiva Fellowship entails. Enjoy!

Continue Reading 6 December 2011 at 04:00 3 comments

How do You Lend?

By Kate Bennett, KF16, Peru
The most challenging part of trainings for we Kiva Fellows is not instructing loan officers to obtain signed consent forms from borrowers, or explaining how money moves from lender, to Kiva, to Caja Rural, to the client. The most difficult explanation is often how and why. That there are hundreds of thousands of lenders out there, all excited to make a $25 loan to someone else in the world- at no gain of their own- is often lost on new loan officers. But making this clarification is what enables these extremely important players in the Kiva process to understand why it all works, and why providing details that show clearly the life of the borrower is imperative to facilitating the connection between borrower and lender.

Continue Reading 16 November 2011 at 04:00 2 comments

Visiting an HIV-Clinic in Guayaquil (Part II)

By Emmanuel M. von Arx, KF16, Guayaquil (Ecuador)

One of the great joys and privileges of being a Kiva Fellow is to go along with loan officers when they are meeting Kiva borrowers and new clients. One of my most memorable outings was a visit of an HIV-clinic in a public hospital in Ecuador´s largest city Guayaquil. In the first part of this blog post I recounted how I drove with Nahin Alvarado from Banco D-MIRO´s headquarters on Guayaquil´s Isla Trinitaria to the HIV-clinic at Hospital Abel Gilbert. Nahin is the bank´s loan officer specializing in HIV-positive and/or disabled clients who have the right to receive a discount micro-loan. And Banco D-MIRO is the only micro-institution in all Ecuador to provide financial products especially for these two long-excluded client groups.

Nahin is talking to a patient outside of Guayaquil´s HIV clinic

While Nahin is presenting the bank´s special loan products to the patients in the HIV- clinic´s crowded waiting room, Franklin walks towards me. A strong man in his forties, Franklin is the leader and community organizer of FUSAD (Frente Unido por la Salud y los Derechos – in English: United Front for Health and Rights), a self-help and support group for HIV-positive people, based at the hospital and well known for the professional education courses they provide to their members.

Continue Reading 15 November 2011 at 12:00 4 comments

Visiting an HIV-Clinic in Guayaquil (Part I)

By Emmanuel M. von Arx, KF16, Ecuador

“Don’t be scared to shake the hand of a client with HIV or to drink out of his glass. You cannot get infected that way.” This was the message that Nahin Alvarado repeated over and over during a training session in September with a group of twelve new and somewhat incredulous loan officers of Banco D-MIRO, when I first met him. A loan officer himself, Nahin has been with Banco D-MIRO for over two years, focusing on two very special client groups who – not just in Ecuador – have long suffered from discrimination and lack of access to financial services: micro-entrepreneurs who are HIV-positive or disabled. The moment I heard Nahin so forcefully speak up on behalf of HIV-positive clients, I knew that I wanted to spend a day with him in the field.

Continue Reading 2 November 2011 at 08:00 3 comments

What´s Easier Than Getting Robbed in Guayaquil?

By Emmanuel M. von Arx, KF 16, Ecuador

As much a therapy session as a blog entry, this is the narrative of a recent robbery incident in Guayaquil: It happened two hours ago and my co-workers and I can still feel the shock in our bones. This day had begun like a normal day: At 7.30am Rubi Chaca – the Kiva Coordinator of Banco D-MIRO -, her 16-year old intern Joel Kenny Matias, and I had met outside of the bank´s headquarters, where we were picked up by Roberto, the official driver of the bank. He drove us to the branch office of Guasmo where we gave a training session to the local loan officers, reminding them about Kiva and explaining to them why it is so important that they keep finding micro-entrepreneurs who agree to be listed with their name and photo on Kiva´s website.

Continue Reading 18 October 2011 at 16:00 9 comments

Take the Long Way Home: A Loan Officer’s Journey

By Claire Markham, KF16, Kenya

Before I arrived in Nairobi, I had heard on multiple occasions about the fundamental role loan officers play in making an MFI function. Loan officers are the backbone of the organization; they are intimately familiar with their clients and the challenges they face and they go to extraordinary measures to meet client needs. I was able to fully appreciate this on my recent borrower visits in Mombasa with two of SMEP’s loan officers: the one who supposedly travels the most, and the one who supposedly travels the least.

Continue Reading 29 September 2011 at 13:00 6 comments

Update from the Field: Cute Pigs, New Toilets + Everything is Relative

Compiled by Alexis Ditkowsky, KF14, South Africa

It’s hard to believe but the current batch of Kiva Fellows has been in the field for over two months and most of us have only a few weeks left to go. We’re getting swept up in completing deliverables, making the most of our final month in country, and starting to plot our lives after Kiva. (Travel plans = fun. Applying for “real” jobs = less fun.) Fortunately, starting May 7, a brand new assortment of Fellows will be coming your way and a few KF14 veterans will be sticking around to show them the ropes. So stay tuned for more trips to the field, insights into local culture, contemplations about next steps, and stories of microfinance in action.

Continue Reading 11 April 2011 at 00:45 6 comments

Loan Officers – Kiva’s Unsung Heroes

Before beginning my placement as a Kiva Fellow, I tended to view the Kiva model simply in terms of members lending to borrowers and borrowers paying back. It was hard to envisage the intricacies of an MFI’s operations and what goes into facilitating a loan. In my eyes the MFI was the middle man; an amorphous mass that made things happen. Of course, the simple fact is that without MFIs Kiva would not exist.Of course, the simple fact is that without MFIs Kiva would not exist. They share an equal responsibility with the lenders and the borrowers in ensuring that Kiva’s mission – ‘to connect people, through lending, for the sake of alleviating poverty’ – is achieved.

Continue Reading 13 December 2010 at 09:16

Being a Kiva Fellow – My week with 5 LO and 100 Kiva borrowers – Part 2

Have you ever wondered what Kiva Fellows really do on a daily basis?

Second and last episode of my week
On the menu of the end of this week: new profiles, client waiver, training. Working with loan officers and Kiva Coordinators.

Continue Reading 23 July 2010 at 16:42

What is it like being a Kiva Fellow? My week with 5 Loan officers and 100 Kiva Borrowers – Part 1

Have you ever wondered what Kiva Fellows really do on a daily basis?
Let me share with you one of my Kiva Fellow week.

On the menu of this week: new profiles, journals, client waiver, training, Cerise, blog, borrower verification and much more. Working with loan officers, Kiva Coordinator, and MFI management.

Every morning since I have been a KF, I always start with the same first 2 things: 1. Check fundraising status of my MFI to see whether we will hit the monthly target and 2. Check the average 5 emails I have received overnight from the other 28 KF around the world

Those are the only 2 predictable things in my KF assignment. For the rest, everyday is different and comes with a surprise…

Continue Reading 21 July 2010 at 15:16

The Red Notebook and the Glue That Holds the Whole Story Together

By Taylor Akin, KF9, Togo

Sleep-deprived and over-heated, I sat in front of the fan in the loan officers’ room. I had been waiting for a loan officer at the WAGES branch office in Hédzranawoé for over an hour and sat unmoving as the room buzzed with activity all around me. Loan officers ran in and out, clients sat down and stood up, phones rang and calls were made, passbooks opened and closed, pencils scratched paper, sweat stained foreheads. I looked at the loan officer sitting across the desk opposite me. Adam is one of the kindest people I have met since my time here at WAGES, and I have had the opportunity to visit clients with him on several occasions. He is gentle, quiet, smiles easily and works extremely hard. I watched him flip through papers and carefully write the names of clients on a yellow post-it. With every name, he would “tsk tsk,” exclaim a high-pitched “ah” sound of frustration, and shake his head.

Continue Reading 3 April 2010 at 09:07 2 comments

The Dangers of Being an MFI Loan Officer

Imagine you’re a loan officer who’s working for one of Kiva’s partner MFIs. You’ve been traveling around the field, collecting repayments from quite a few clients over the course of the day. It’s getting late, and you’ve amassed a huge amount of cash – the equivalent of a few months’ worth of income for locals. As the sun begins to set, you realize you’re still at least an hour away from the office – an hour’s worth of travel on your motorcycle, over rough roads that are poorly (if at all) lit. What do you think could happen next?

Continue Reading 28 February 2010 at 18:27 10 comments


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