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