Job Purpose
Responsible
for handling a specific portfolio of delinquent (1-90DPD) (Overdraft. loans
& credit Cards) facilities within the Corporate, Retail and SME segments of
the Bank, with the objective of putting in place and adopting appropriate
strategies within policy guidelines and regulation to minimize credit losses
and ensure the portfolio remains profitable in line with SBM Bank
business objectives.
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.
- Work with Service Providers and all stakeholders
to ensure compliance & portfolio profitability.
- Application of world class customer service
standards at all times while handling customers issues, walk in customers
and customer correspondence 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, Data
Protection Act & all other acts that touch on Banking Practice.
- Compliance with SBM Bank’s customer service
standards, values and culture.
Key
Relationships
Direct Reports to this Position – N/A
Customers of this Position – All Departments in the Bank
Knowledge; Skills and Experience required
for this Role:
- 1 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)
- Interpersonal 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
