Officer, Credit Collections
Key Responsibilities
Operational – 55%
- Daily monitoring of allocated
portfolio of delinquent term loans (1-90DPD) facilities to determine
reasons for delinquency by application of sound credit judgment,
collections strategy and process within pre-determined broad policy
guidelines and regulation to minimize credit losses.
- Guide the banks policy by
providing data that show main reason for accounts default, exposure per
default reason as indicated in the in the process summary document.
- Using existing Collections
reports and systems available from time to time, follow up clients within
own portfolio to recover arrears.
- Undertake timely collections actions
through effective communication and negotiate with customers on their
overdrawn facilities while ensuring that subsequent actions on the
facilities, if required, are not unduly delayed.
- Quick identification and
escalation of Collections exceptions on own portfolio to reporting line
that require approval or consideration of alternative recovery actions.
- Constant liaison with the
business network to undertake appropriate measures on allocated
Collections portfolio to offer alternative solutions for customers.
- Ensure individual performance
objectives and measures are agreed with line manager.
- Efficiently maintaining an
accurate diary of collections actions undertaken on own portfolio with
timely follow-up of due actions.
- Ensure upload of all actions
taken onto the Debt Collection & Collateral management system – DCCM
Relationship Management – 25%
- Respond to customer complaints
and queries and escalate unresolved cases for collections management
review and advice.
- Advise business head of all
facilities due to expire, Expire and with hardcore tendencies and follow
up for closure of the same.
- Application of world class
customer service standards at all times while handling customers issues,
walk in customers and customer correspondences assigned on recovery
related matters.
Compliance – 20%
While the role holder is
expected to apply reasonable judgment to enhance
maximization of value for the bank at all times , commitment to
guidelines below is non-negotiable:
- Compliance with the SBM Bank Loss
Recognition and forbearance policies.
- Compliance with Central Bank’s
Prudential Guidelines and Risk Management guidelines.
- Compliance with Consumer
Protection Act.
- Compliance with
SBM Bank’s customer service standards , values and
habits.
KEY RELATIONSHIPS:
Direct Reports to this Position
- None
Customers of this Position
- All the deparments in the Bank.
Knowledge; Skills and
Experience required for this Role
- 2 years’ experience in a debt
recovery function
- University degree in a Business
related field from a recognized institution.
- Excellent Communication and
Negotiation skills
Competencies Required
for this Role
- Analytical and numerical skills
- Communication skills ( written
and verbal)
- Inter-personal skills
- Negotiation and Influencing
skills
- Spreadsheets/Database Skills
- Planning and personal
organization
- Problem solving skills
- Service excellence
- Operational excellence
- Customer handing techniques
How to Apply
