Officer Digital Collections at Sidian Bank

JOB PURPOSE

The job holder is responsible in ensuring effective and timely recovery of loans by engaging clients directly, negotiating repayment solutions, and minimizing non-performing loans (NPLs), in line with the Bank’s credit policy and customer service standards. 

KEY RESPONSIBILTIES 

• Collections Strategies
• Customer Experience
• Risk & Compliance

MAIN ACTIVITIES

Collections Strategies:

• To proactively identify delinquent accounts (1 to over 90days) and promptly rectify the default to ensure minimal attrition to Non-performing category for the digital loans products.
• Ensure cure rate (Arrears collections) of 95%(Minimum).
• Ensure roll rate (Attrition) of 5% maximum.
• Ensure that demand letters as per the payment diary are generated and dispatched within 2-days and the respective telephone follow ups made.
• Issue pre-listing notices when the facilities are over 60 days in arrears.
• Track and document early detection of problem accounts and ensure that they are escalated and acted upon as per collections strategy.
• Strictly monitor payment arrangements to ensure compliance and escalate hardcore cases to the next level.
• Promptly attend to customers’ requests and queries either through call backs, email or mailing requested documents.
• Provisions not to exceed set budget through proactive management of overdue facilities.
• Implement Credit monitoring policies. i.e. exercise the enforcement process of recovering debts through constant calling, sending of SMS’s, demand letters & emails, issuance of notices and ensure that no losses are incurred in terms of Credit Monitoring in conjunction with Legal department.

Customer Experience:

• Giving customers information relating to the balances and general account status information to facilitate payments and Provide feedback concerning customer payment behavior to management.
• Prompt calling of customers using the payment diaries produced on a daily basis. Generally, manage and control all matters relating to delinquency.
• Minimizing customer complaints and ensure all customer complaints are closed within the reporting period.
• Giving customer feedback on time. This involves activities like sending client’s statements as per their request and responding to any queries that they may have.
• Encouraging customers to take up more loans and open up business accounts as a means of income generation to the bank.

Risk & Compliance:

• Check for sources of funds on loan repayment and escalate any suspicious or undeclared source to Compliance Unit.
• Responsible for immediately alerting the MLRO on suspicious transactions or activities noted in customers’ accounts. Any inconsistent activities or transactions, any suspicious accounts, any attempted accounts or transactions, must be investigated and reported to the compliance function immediately, placing a clear basis of suspicion.
• Attend training and maintain knowledge of and comply with all bank policies and procedures including Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules and regulations.
• Participate or undertake Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing bank programs on a regular basis e.g. taking attestations, self-assessment tests, filling in compliance questionnaires as required
• Comply and not to knowingly participate or assist in any violation of Anti Money Laundering/Countering Financing of Terrorism/Countering Proliferation Financing laws, rules, regulations or internal policies, procedure and guidelines.
• Report suspected money laundering cases to their respective heads of units or to the Money Laundering Reporting Officer as soon as such incidents occur immediately with a clear basis of suspicion.

DECISION MAKING AUTHORITY

• Reports to the Manager – Early Collections

ACADEMIC BACKGROUND

• Bachelor’s degree in a Business-related field;

WORK EXPERIENCE

• At least two (2) years’ experience in banking operations, with sound exposure to credit or lending and Credit monitoring.
• Professional Banking qualification (ACIB) or Credit Administration/Credit Monitoring will be an added advantage
• Proven track record of consistently exceeding set targets.
• Versatility, flexibility, passion and commitment to quality service delivery.
• Knowledge in legislation relating to perfection of securities and requirements by regulating bodies.
• Good understanding of SIDIAN Credit risk policy.
• Good understanding of Credit risk policies and procedures
• Good understanding of CBK regulatory framework and pertinent regulations impacting borrowing customers.
• Highly effective communicator with excellent interpersonal and motivational skills.
• Solid performance management and motivational skills.
• Excellent relationship building and stakeholder management skills.
• Strong planning, analytical, decision-making, lateral thinking and project management skills.
• Good understanding of Credit risk policies and procedures