Officer – Debt Recovery at Sidian Bank

JOB OBJECTIVE

The main objective of this position is to oversee and act as a deputy in the recovery process for the assigned Non-performing Loans (NPLs) portfolio across various sectors of the bank. This involves devising strategies to transition accounts back to performing status, achieve full recovery, or facilitate exit. Additionally, the role will entail fulfilling any tasks assigned by the Manager – Debt Recovery.

PRIMARY RESPONSIBILITIES

Debt Recovery:

• Proactively manage the allocated debt portfolio, focusing on collection and recovery efforts to identify and curtail defaults and minimize monthly provisions to acceptable levels.
• Evaluate proposals for restructuring, rescheduling, and updating distressed accounts in the loan portfolio.
• Generate reports to support the team’s daily collection efforts and contribute to Profit & Loss (P&L) through write-backs.
• Maintain timely communication with legal and external agents to ensure efficient collections, repossession, or auction procedures.
• Respond promptly to internal and external customer inquiries, utilizing callbacks, faxing, or mailing requested documents.
• Continuously recommend actions for debt book cleanup and escalate problematic accounts as per Collections Strategy.
• Monitor and document early detection of troubled accounts, ensuring appropriate escalation and action as per protocol.
• Manage provisions within the allocated budget through proactive management of overdue facilities.
• Enforce Debt Recovery policies, including issuing statutory notices and preventing credit monitoring losses in collaboration with the Legal department.

Customer Experience:

• Provide customers with balance and account status information to facilitate payments and relay feedback on customer payment behavior to management.
• Engage in timely contact with customers using daily payment diaries. Overall, oversee delinquency-related matters.
• Minimize customer complaints and ensure timely resolution of all customer grievances within reporting periods.
• Provide prompt feedback to customers, including sending requested statements and addressing queries.
• Encourage customers to consider additional loans and business account openings to support income generation for the bank.

Risk & Compliance:

• Ensure full adherence to the Bank’s Credit Policy, Central Bank of Kenya guidelines, and relevant provisions of the Banking Act.
• Comply with the bank’s Anti Money Laundering (AML) & Combating the Financing of Terrorism (CFT) policy in accordance with CBK prudential guidelines.
• Maintain the confidentiality and integrity of the bank’s information, following cyber security and information security guidelines.
• Handle personal data responsibly, in line with data protection principles under the data protection act, ensuring fair, lawful, and transparent use for specified purposes.
• Abide by all bank policies, procedures, and statutory requirements.
• Establish proper systems and documentation to manage AML/CFT risks and ensure strict compliance with Banking laws, prudential guidelines, CBK regulations, and other legal guidelines issued by the government or industry stakeholders.

DECISION-MAKING AUTHORITY

• Recommend problematic accounts to management.
• Identify and propose lessons learned from NPL accounts for lending decisions.
• Mark accounts for potential write-offs.

EDUCATION BACKGROUND

• Bachelor’s Degree in Business Studies or Economics.
• Professional Banking qualification (CPAK) or Debt Collection is an added advantage.

WORK EXPERIENCE

• Minimum of 3 years experience in banking operations, with substantial exposure to credit, lending, and debt collection.
• Demonstrated track record of consistently exceeding set targets.
• Proficiency in people management.
• Demonstrated adaptability, flexibility, passion, and dedication to high-quality service delivery.
• Knowledge of legislation related to perfecting securities and regulatory requirements.
• Strong understanding of SIDIAN BANK Credit risk policy and Debt recovery Manual.

SKILLS & COMPETENCIES

• Proficiency in Microsoft Office applications, particularly Excel for analysis and reconciliation.
• Strong grasp of CBK regulatory framework and relevant regulations impacting borrowing customers.
• Exceptional communication skills, both verbal and written, along with effective interpersonal and motivational abilities.
• Solid skills in performance management and motivation.
• Strong aptitude for building relationships and managing stakeholders.
• Proficiency in planning, analysis, decision-making, lateral thinking, and project management.