Job Purpose
The job
holder is responsible in ensuring effective and timely recovery of loans by
engaging clients directly, negotiating repayment solutions, and minimizing
non-performing loans (NPLs), in line with the Bank’s credit policy and customer
service standards.
Key Responsibilities
- Collections Strategies
- Customer Experience
- Risk & Compliance
Main Activities
Collections Strategies:
- To proactively identify delinquent accounts (1
to over 90days) and promptly rectify the default to ensure minimal
attrition to Non-performing category for the digital loans products.
- Ensure cure rate (Arrears collections) of
95%(Minimum).
- Ensure roll rate (Attrition) of 5% maximum.
- Ensure that demand letters as per the payment
diary are generated and dispatched within 2-days and the respective
telephone follow ups made.
- Issue pre-listing notices when the facilities
are over 60 days in arrears.
- Track and document early detection of problem
accounts and ensure that they are escalated and acted upon as per
collections strategy.
- Strictly monitor payment arrangements to ensure
compliance and escalate hardcore cases to the next level.
- Promptly attend to customers’ requests and
queries either through call backs, email or mailing requested documents.
- Provisions not to exceed set budget through
proactive management of overdue facilities.
- Implement Credit monitoring policies. i.e.
exercise the enforcement process of recovering debts through constant
calling, sending of SMS’s, demand letters & emails, issuance of
notices and ensure that no losses are incurred in terms of Credit Monitoring
in conjunction with Legal department.
Customer Experience:
- Giving customers information relating to the
balances and general account status information to facilitate payments and
Provide feedback concerning customer payment behavior to management.
- Prompt calling of customers using the payment
diaries produced on a daily basis. Generally, manage and control all
matters relating to delinquency.
- Minimizing customer complaints and ensure
all customer complaints are closed within the reporting period.
- Giving customer feedback on time. This involves
activities like sending client’s statements as per their request and
responding to any queries that they may have.
- Encouraging customers to take up more loans and
open up business accounts as a means of income generation to the bank.
Risk & Compliance:
- Check for sources of funds on loan repayment and
escalate any suspicious or undeclared source to Compliance Unit.
- Responsible for immediately alerting the MLRO on
suspicious transactions or activities noted in customers’ accounts. Any
inconsistent activities or transactions, any suspicious accounts, any
attempted accounts or transactions, must be investigated and reported to
the compliance function immediately, placing a clear basis of suspicion.
- Attend training and maintain knowledge of and
comply with all bank policies and procedures including Anti Money
Laundering/Countering Financing of Terrorism/Countering Proliferation
Financing laws, rules and regulations.
- Participate or undertake Anti Money
Laundering/Countering Financing of Terrorism/Countering Proliferation
Financing bank programs on a regular basis e.g. taking attestations,
self-assessment tests, filling in compliance questionnaires as required
- Comply and not to knowingly participate or
assist in any violation of Anti Money Laundering/Countering Financing of
Terrorism/Countering Proliferation Financing laws, rules, regulations or
internal policies, procedure and guidelines.
- Report suspected money laundering cases to their
respective heads of units or to the Money Laundering Reporting Officer as
soon as such incidents occur immediately with a clear basis of suspicion.
Decision-Making Authority
- Reports to the Manager – Early Collections
Academic Background
- Bachelor’s degree in a Business-related field;
Work Experience
- At least two (2) years’ experience in banking
operations, with sound exposure to credit or lending and Credit
monitoring.
- Professional Banking qualification (ACIB) or
Credit Administration/Credit Monitoring will be an added advantage
- Proven track record of consistently exceeding
set targets.
- Versatility, flexibility, passion and commitment
to quality service delivery.
- Knowledge in legislation relating to perfection
of securities and requirements by regulating bodies.
- Good understanding of SIDIAN Credit risk policy.
- Good understanding of Credit risk policies and
procedures
- Good understanding of CBK regulatory framework
and pertinent regulations impacting borrowing customers.
- Highly effective communicator with excellent
interpersonal and motivational skills.
- Solid performance management and motivational
skills.
- Excellent relationship building and stakeholder
management skills.
- Strong planning, analytical, decision-making,
lateral thinking and project management skills.
- Good understanding of Credit risk policies and
procedures
How to Apply
