Job Purpose
\nThe role will be responsible for the following;<\/p>\n
\tTo perform collections functions focusing on minimizing the forward roll rate of potential non-performing loans and increasing recoveries on the non-performing loans, with the emphasis on customer retention, education, and rehabilitation, through effective and efficient collections skills.
\n\tTo handle customer enquiries and requests across all mediums (i.e., phone, e-mail, WhatsApp, Interactive SMSs, Chat etc.) accurately and within agreed service times and quality standards
\n\tTo initiate customer collections engagements through available channels as listed above
\n\tTo provide and submit comprehensive reports and\/or documentation to the Manger on all recommendations for effective management of the portfolio.
\n\tTo perform movable asset tracing in conjunction with tracking companies and Repossession agents.<\/p>\n
Key Responsibilities<\/p>\n
\tProvide efficient, professional, and quality service to customers aligned to customer centric values
\n\tMaintains a conversational flow during calls
\n\tProactively educate the customers about self-service options and appropriate self-service channels
\n\tOwning the call to provide a solution to the customer’s needs and reducing unnecessary transfers\/hand offs
\n\tCompliance with statutory, regulatory, and business requirements, to protect the reputation of the group and to avoid legal action \/ sanction in respect of regulatory compliance matters.
\n\tTelephonic Collections on arrears accounts with the intention to obtain a realistic \u2018Promise To Pay\u2019 arrangement for the required amount due.
\n\tRefer customer requests to the relevant admin department for actioning.
\n\tMaintain high call activity at agreed levels.
\n\tConfirm \/ Update customer records.
\n\tRefer accounts to trace when no contact can be made.
\n\tProvide efficient and quality service to customers.
\n\tComply with product specific policies and procedures.
\n\tAdheres to shift scheduling & Average Handling Times aligned to business unit benchmarks and Targets
\n\tAchieves daily and weekly targets, by operating in an effective yet productive manner, through optimal usage of average handling time<\/p>\n
Risk and Compliance:<\/p>\n
\tFollow the relevant procedures, work instructions and business requirements
\n\tDisclose all relevant compliance requirements to the customer
\n\tAdheres to all relevant verification policies and procedure o Knowledge: Accurate and relevant products’ knowledge and systems knowledge
\n\tProfessionalism: Promotes and reinforces the image, brand, services, and products of bank at all the times
\n\tOwnership: Owning the call to provide a solution to the customer’s needs and reducing unnecessary transfers\/hand offs
\n\tHelpfulness and value: Ensure that on every interaction, prescribed call handling techniques are followed, and that the customer is left with a \u00a0 \u00a0 \u00a0 positive experience<\/p>\n
Requirements<\/p>\n
\tBusiness Commerce, Economics \/ Social sciences or other relevant specialties
\n\t1-3 Years collections experience, preferably in the Credit or Collections environment.
\n\tUnderstands the banks products per Business Unit in order to attract and retain existing,potential customers
\n\tSound Vehicle and Asset Finance Product knowledge would be an advantage.
\n\tSound knowledge of applicable Legislation.
\n\tGood knowledge of credit policies and procedures.
\n\tComputer literacy.
\n\tData \/ Analytics skills
\n\tTimorously identify and manage risk within their area influence using policies and procedures.<\/p>\n
go to method of application \u00bb<\/p>\n
Use the link(s) below to apply on company website. \u00a0<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Stratostaff","_company_website":"http:\/\/www.stratostaff.co.ke","_company_tagline":"At Stratostaff we design, implement and manage workforce solutions for large, specialized or routine staff complements giving you the opportunity to focus on your core business.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[791,693,701],"job-types":[687],"class_list":{"0":"post-96954","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96954","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96954"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96954"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96954"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96954"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}