THE PURPOSE / OBJECTIVES OF THE JOB
The Objective of Debt
Collection Officer is to monitor loan, overdrafts and credit cards portfolio
allocated to him/her to ensure its quality is in line with the bank’s
projections and that any variations are promptly addressed. He/ she is to
properly plan and execute accurate collection of customer’s accounts in arrears
including calling up customers to ensure minimal slippage of loans to the next
classification, He/She is responsible for timely and maximum recovery of loans
in arrears in as little time as possible and with minimal cost.
The Debt Collection Officer will have to be polite and sensitive towards customers while at the same time remaining committed to their purpose with persistence.
Excellent communication
skills and a sense of urgency are extremely important for success in this task.
Duties & Responsibilities
- Adhering
to set policies and procedures, demonstrate good customer service skills
while initiating outbound calls and receiving inbound calls from customers
for collections and consultation purposes.
- Negotiate
on phone, email follow ups and branch visits for account resolution and
payments, and accurately input and documents actions within the collection
systems while maintaining performance and productivity standards
- Walk
with the customers through keeping track of accounts allocated to you to
identify the outstanding arrears and calling customers to inform them for
payments.
- Analyse
accounts in arrears and negotiate payment plan with customers as promptly
as possible.
- Notarize
discussion and agreement with the customer and maintain follow up date.
- Maintain
up-to-date customer contact information in the collections systems.
- May
be required to support other queues to facilitate teamwork in the
department.
- Escalate
and assists other team members with calls as needed.
- Serves
as a resource/subject matter expert and may provide training to fellow
team members
- May
be required to initiate external contact with customers and may perform
advanced loss prevention activities (field customer visits and account
settlement) or administrative work.
- Regularly
Share Loan Arrears reports with Branch officers and management for
Collections coordination purposes
- Encourage
the culture of saving by encouraging customers to make regular deposits
for savings and not only making deposit to pay the loan.
- Other
duties as assigned
Qualifications
- University
degree or equivalent
- A
mean grade of C+ and above in KCSE exams with C+ and above in Mathematics,
English/Kiswahili and Proficient at working in/for any geographical region
- Computer
Literacy
Attributes
- Excellent
communications skills, both orally and in writing.
- Strong
interpersonal skills to be able to relate and follow up loan arrears.
- Business
awareness to be able to align collection to current business trends.
- Must
be organized, efficient, and able to work independently
- Ability
to effectively manage one’s time to complete work according to established
deadlines. The ability to prioritize tasks to make the best use of time.
- Principled
and self-confident.
- Positive
attitude.
- Ability
to work with minimal supervision even when under pressure.
How to Apply