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July 24, 2025

What Happens When a Loan Officer Leaves?

How Juakali Prevents Cases from Falling Through the Cracks

Staff turnover is a reality in many microfinance institutions.

Loan officers move on, sometimes abruptly. and when that happens, the ripple effects can be felt far beyond the HR team.

One of the most overlooked consequences?

Unassigned clients and unresolved follow-ups.

When it’s unclear who’s responsible for a borrower, repayments get delayed. Promises made by one officer go untracked. And cases quietly go cold until they show up weeks later as non-performing loans.

The Problem: Churn → Confusion → Risk

High loan officer turnover is one of the most common and most costly sources of portfolio risk.

In some institutions, up to 30% of loan officers might cycle out in a year. Each departure creates dozens or hundreds of “dangling” relationships, where:

  • Clients don’t know who to call
  • Supervisors assume someone else is handling it
  • No one follows up on late payments or renewal opportunities

And often, it’s not that anyone wants to drop the ball, it’s that there’s no clear process to hand it off.

The Solution: Smart Reassignment, Built In

With Juakali, reassigning tasks when a loan officer leaves is no longer a question of discipline or memory, it’s automatic.

As soon as an admin deletes a user, the system immediately prompts them to reassign any open tasks.

No separate checklist. No manual reports. No chance of forgetting.

Whether it’s a pending site visit, a repayment reminder, or an open renewal case, everything is surfaced for reassignment. The new assignee gets full context - client history, current status, and upcoming actions - so they can pick up the case seamlessly.

Keeping Loan Officers Happy (and Covered)

Of course, Juakali isn’t just about handling churn, it also helps reduce it.

By automating routine tasks, surfacing the right information at the right time, and cutting down on unnecessary admin, Juakali helps make the day-to-day life of loan officers more manageable and satisfying.

But when someone does move on, we make sure their clients don’t get lost in the process.

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