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

DELIVER WORK QUALITY STANDARDS

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 To Pay’ 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)

Qualification

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: