JOB SUMMARY:

Reporting to the Senior Manager, the role holder will be; Responsible for handling a specific portfolio of delinquent (1-90DPD)  Overdraft 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.
• Advise business head of all facilities due to expire, Expire and with hardcore tendencies and follow up for closure of the same.
• Application of world class customer service standards at all times while handling customers issues, walk in customers and customer correspondences 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.
• Compliance  with  SBM  Bank’s customer  service standards , values and  habits.

KEY RELATIONSHIPS:

Direct Reports to this Position

• None

Customers of this Position

• All the departments in the Bank.

KEY COMPETENCIES:

Knowledge; Skills and Experience required for this Role

• 2 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)
• Inter-personal skills
• Negotiation and Influencing skills
• Spreadsheets/Database Skills
• Planning and personal organization
• Problem solving skills
• Service excellence
• Operational excellence
• Customer handing techniques