Job Summary

Reporting to the Senior Manager, the role holder will be responsible for handling a specific portfolio of delinquent credit facilities, mainly but not exclusively in the Watch Category, 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 regulations to minimize credit losses and ensure the portfolio remains profitable in line with SBM Bank business objectives.

Key Responsibilities

Operational – 45%

• Daily monitoring of the allocated portfolio of delinquent term loans, cards, and overdraft facilities to determine reasons for delinquency by application of sound credit judgment, collections strategy, and process within predetermined broad policy guidelines and regulation to minimize credit losses.
• Work with branches to ensure all customers are contacted on default and collate all information received from the branches in relation to loans and overdraft performance.
• Drive the usage of the Debt Management System at the branch level with relevant reports and escalations where there is non-compliance.
• Using existing Collections reports and systems available from time to time, follow up with clients within your own portfolio to recover arrears.
• Undertake timely collections actions through effective communication and negotiate with customers on their past due facilities while ensuring that subsequent actions on the facilities, if required, are not unduly delayed.
• Quick identification and escalation of collections exceptions in one’s own portfolio to the reporting line that require approval or consideration of alternative recovery actions. Ensure all collection actions taken are in the Debt Management System at all times.
• Efficiently maintaining an accurate diary of collections actions undertaken on one’s own portfolio with timely follow-up of due actions.
• Ensure individual performance objectives and measures are agreed upon with the line manager.
• Constant liaison with the business network to undertake appropriate measures on the allocated collections portfolio to offer alternative solutions for customers.

Relationship Management – 20%

• Respond to customer complaints and queries and escalate unresolved cases for collections management review and advice.
• 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.

People Management – 10%

• From time to time as requested, oversee the team performance, initiate work plans, and attend Team leaders’ meetings.
• Ensure leave is well managed in the team by ensuring there is a plan and providing succession leadership to the team.

Compliance – 25%

While the role holder is expected to apply reasonable judgment to enhance maximization of value for the bank at all times, commitment to the 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

• N/A.

Customers of this Position

• All Departments in the Bank
• Service Providers (auctioneers, valuers, yards & advertisers).

Knowledge; Skills, and Experience required for this Role

• 5 years’ experience in a debt collections & recovery function within a financial institution
• University degree in a business-related field from a recognized institution.
• A communication with excellent negotiation & organizational skills.

Competencies required for this Role

• Analytical and numerical skills
• Communication skills (written and verbal)
• Interpersonal skills
• People management skills
• Negotiation and Influencing skills
• Spreadsheet/Database Skills
• Planning and personal organization
• Problem-solving skills
• Service excellence
• Operational excellence
• Customer handing techniques