Background information about the job or company (e.g., role context, company overview)

Regional Collections Officer- All Regions (3 Positions)

Reporting to the Manager- Collections, Retail, the role holder will be responsible for maintaining, monitoring and collecting the assigned portfolio including management of & reporting on both early & late-stage collections on the Retail Banking loan book to ensure optimal performance of facilities and minimise loss to the Bank hence directly contributing to the Bank’s P&L growth.

Responsibilities or duties

• With support of the Line Manager, ensure the pre-delinquency measures are executed on all account due for payment.
• Maintain a quality portfolio by maximising collections in line with Bank’s standards, bank’s agreed strategies, and implementation of best practices as stipulated in policy guidelines so as to minimize the provisions.
• Asses the reasons for delinquency/ default and where the account can be restructures or solutioned commence the action in a timely manner.
• Perform scheduled and event triggered portfolio quality monitoring activities, including site visits on specific loan facilities, review of schemes etc.
• Monitor the performance of the assigned portfolio through calls, periodic performance reviews and work with the other stakeholders (branch staff, Personal bankers, WPB team, Relationship Managers to collect and follow through on key actions aimed at managing delinquency.
• Prepare periodic reports to the line manager and relevant stakeholders, highlighting the portfolio performance against the defined target.
• Handle customer queries/ complaints and obtain sufficient commitment from the customers to follow through with the appropriate strategies and actions.
• Develop repayment schedules and restructures in liaison with the Manager Collections based on customer’s financial situation and advise customers on alternative repayment options.
• Review and propose relevant restructures to ensure that they make business sense and that the appropriate risk reward is achieved, prior to submission for next level processing.
• Attend key recovery meetings / fora’s & give insights/ feedback on the quality of the portfolio and action plans.
• Support and management of the insurance claims and collections on the Mobi loans and Credit card products (Specific officer).
• Any other duty as assigned.

Qualifications or requirements (e.g., education, skills)

• Bachelor’s Degree.
• High level of customer service.
• Very good telephone techniques.
• Excellent verbal and written communication skills. Good grammar is an added advantage.
• Strong analytical and problem-solving skills.
• Ability to multi task and work efficiently under pressure.
• Good negotiation skills.
• Tactful and calm.
• Assertive.
• Organized.
• Thorough understanding of the Bank’s Credit including Collections and Recoveries policies and procedures.
• Proficiency in the use of Word and Excel. PowerPoint is an added advantage.
• General Understanding of bank products, policies, controls and procedures among others.
• General understanding of business, financial and accounting fields.
• Excellent verbal and written communication skills.
• Proficiency in the use of Word and Excel. Power Point.
• Time management.
• Exercising high level of integrity.

Experience needed

Two (2) year experience in a Financial Institution with at least one (1) year experience in credit and debt recovery.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Willingness to travel extensively and to work long hours where required to achieve the Bank’s objectives.

• Ensure the pre-delinquency measures are executed on all account due for payment.
• Maintain a quality portfolio by maximising collections in line with Bank’s standards, bank’s agreed strategies, and implementation of best practices as stipulated in policy guidelines so as to minimize the provisions.
• Assess the reasons for delinquency/ default and where the account can be restructured or solutioned, commence the action in a timely manner.
• Perform scheduled and event triggered portfolio quality monitoring activities, including site visits on specific loan facilities, review of schemes etc.
• Monitor the performance of the assigned portfolio through calls, periodic performance reviews and work with other stakeholders (branch staff, Personal bankers, WPB team, Relationship Managers) to collect and follow through on key actions aimed at managing delinquency.
• Prepare periodic reports to the line manager and relevant stakeholders, highlighting the portfolio performance against the defined target.
• Handle customer queries/ complaints and obtain sufficient commitment from the customers to follow through with the appropriate strategies and actions.
• Develop repayment schedules and restructures in liaison with the Manager Collections based on customer’s financial situation and advise customers on alternative repayment options.
• Review and propose relevant restructures to ensure that they make business sense and that the appropriate risk reward is achieved, prior to submission for next level processing.
• Attend key recovery meetings / fora’s & give insights/ feedback on the quality of the portfolio and action plans.
• Support and management of the insurance claims and collections on the Mobi loans and Credit card products (Specific officer).
• Any other duty as assigned.

• High level of customer service
• Very good telephone techniques
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Ability to multi task and work efficiently under pressure
• Good negotiation skills
• Tactful and calm
• Assertive
• Organized
• Thorough understanding of the Bank’s Credit including Collections and Recoveries policies and procedures
• Proficiency in the use of Word and Excel
• General understanding of bank products, policies, controls and procedures
• General understanding of business, financial and accounting fields
• Time management
• Exercising high level of integrity

• Bachelor’s Degree