Rehabilitation Officer Job in Kenya

Rehabilitation Officer

Job Purpose 

  • To perform collections functions focusing on minimizing the forward roll rate of potential non-performing loans and increasing recoveries on the non-performing loans, with an emphasis on customer retention, education, and rehabilitation, through effective and efficient collections skills.
  • To handle customer inquiries and requests across all mediums (i.e., phone, e-mail, WhatsApp, Interactive SMSs, Chat, etc.) accurately and within agreed service times and quality standards
  • To initiate customer collection engagements through available channels as listed above

Key Responsibilities


  • Provide efficient, professional, and quality service to customers aligned to customer-centric values
  • Maintains a conversational flow during calls.                                   
  • Proactively educates the customer about self-service options and appropriate self-service channels.
  • Owning the call to provide a solution to the customer’s needs and reducing unnecessary transfers/handoffs
  • Compliance with Statutory, regulatory, and business requirements, to protect the reputation of the group and to avoid legal action/sanction in respect of regulatory compliance matters.
  • Telephonic Collections on arrear accounts with the intention of obtaining a realistic ‘Promise TPay’ arrangement for the required amount due. 
  • Refer customer requests to the relevant admin department for action.
  • Maintain high call activity at agreed levels. 
  • Confirm / Update customer records.
  • Refer to accounts to trace when no contact can be made.
  • Provide efficient and quality service to customers.
  • Comply with product-specific policies and procedures.

Risk And Conduct

  • Adheres to shift scheduling and average Handling Times aligned to business unit benchmarks and Targets
  • Achieves daily and weekly targets, by operating in an effective yet productive manner, through optimal usage of average handling time
  • Risk and Compliance:
  • Follow the relevant procedures, work instructions, and business requirements
  • Disclose all relevant compliance requirements to the customer
  • Adheres to all relevant verification policies and procedures      
  • Knowledge: Accurate and relevant products Knowledge and systems knowledge
  • Professionalism: Promotes and reinforces the image, brand, services, and products of Stanbic Bank at all times.
  • Ownership: Owning the call to provide a solution to the customer’s needs and reducing unnecessary transfers/handoffs  
  • Helpfulness and value: Ensure that on every interaction, prescribed call handling techniques are followed and that the customer is left with a positive experience  
  • Emotion: Demonstrates a professional, respectful, and  positive attitude towards the customer  and colleagues by using  the appropriate language and tone  
  • Completion of all compliance training  – Inform and agree with the T/leader to ensure  All Compliance Training is completed on the scheduled date (Network Next)


Type of Qualification: Business Related Degree 
Field of Study: Banking, Business, Commerce 

Experience Required

  • 1-3 Years of collections experience, preferably in the Credit or Collections environment.  Call Centre experience is an advantage.
  • System Usage(Level 1) – Use basic applications of a computer and other systems in support of business activity, to help make decisions.
  • Product Knowledge(Level 1) – Understand the bank products per BU in order to attract and retain existing /potential customers
  • Data Analysis experience will be an added advantage

Behavioral Competencies:

  • Checking Details
  • Documenting Facts
  • Following Procedures
  • Interacting with People
  • Managing Tasks
  • Meeting Timescales
  • Producing Output
  • Resolving Conflict
  • Showing Composure
  • Taking Action
  • Team Working
  • Upholding Standards

Technical Competencies:

  • Active Listening
  • Difficult Calls Management
  • Legal Collections
  • Legal Compliance
  • Product and Services Knowledge
  • Recoveries
  • Workflow Management

How To Apply

Click Here To Apply