SBM Bank Kenya is looking for a Supervisor, Credit Collections. The role holder is responsible for handling a specific portfolio of delinquent (1-90DPD) Term Loan and Overdraft facilities within the Corporate, Retail, and SME segments of the Bank. The primary objective is to put in place and adopt appropriate strategies within policy guidelines and regulations to minimize credit losses and ensure the Term Loans portfolio remains profitable in line with SBM Bank business objectives.
Key Responsibilities
Operational (55%)
Perform daily monitoring of allocated portfolio of delinquent term loans and Overdrafts (1-90DPD) facilities to determine reasons for delinquency.
Apply sound credit judgment, collections strategy, and processes within pre-determined policy guidelines to minimize credit losses.
Utilize existing collections reports and systems to follow up with clients within the portfolio to recover arrears.
Undertake timely collections actions through effective communication and negotiate with customers on their past-due facilities.
Ensure subsequent actions on facilities are not unduly delayed.
Identify and escalate collections exceptions on own portfolio to the reporting line that require approval or alternative recovery actions.
Maintain constant liaison with the business network to undertake appropriate measures on allocated collections portfolio and offer alternative solutions for customers.
Ensure individual performance objectives and measures are agreed upon with the line manager.
Maintain an accurate diary of collections actions undertaken on own portfolio with timely follow-up of due actions.
Relationship Management (25%)
Respond to customer complaints and queries, escalating unresolved cases for collections management review and advice.
Apply world-class customer service standards at all times while handling customer issues, walk-in customers, and correspondences related to recovery matters.
Compliance (20%)
Adhere to the SBM Bank Loss Recognition and forbearance policies.
Comply with Central Bank’s Prudential Guidelines and Risk Management guidelines.
Comply with the Consumer Protection Act and Data Protection Act.
Comply with SBM Bank’s customer service standards, values, and habits.
Requirements and Skills
Experience: At least 2 years’ experience in a debt recovery function.
Education: University degree in a Business-related field from a recognized institution.
Technical Skills: Excellent analytical and numerical skills, proficiency in Spreadsheets/Database systems.
Soft Skills: Excellent Communication (written and verbal), Negotiation and Influencing skills, Inter-personal skills, Planning and personal organization, and Problem-solving skills.
Competencies: Operational and service excellence, and effective customer handling techniques.
How to Apply
Interested and qualified candidates should apply online via the SBM Bank career portal by visiting www.sbmbank.co.ke.
How to Apply
Interested and qualified candidates are requested to apply through the official SBM Bank portal. You can go to SBM Bank on www.sbmbank.co.ke to submit your application.
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