Officer, Credit Collections, Job in Kenya

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.


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