SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients. Following approval by the Central Bank of Kenya, the bank started its operations in Kenya in May 2017 and currently h...

• Daily monitoring of allocated portfolio of delinquent term loans and Overdrafts (1-90DPD) facilities to determine reasons for delinquency by application of sound credit judgment, collections strategy and process within pre-determined broad policy guidelines and regulation to minimize credit losses.
• Using existing Collections reports and systems available from time to time, follow up clients within 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 on own portfolio to reporting line that require approval or consideration of alternative recovery actions.
• Constant liaison with the business network to undertake appropriate measures on allocated Collections portfolio to offer alternative solutions for customers.
• Ensure individual performance objectives and measures are agreed with line manager.
• Efficiently maintaining an accurate diary of collections actions undertaken on own portfolio with timely follow-up of due actions.
• Respond to customer complaints and queries and escalate unresolved cases for collections management review and advice.
• Application of world class customer service standards always while handling customers issues, walk in customers and customer correspondences assigned on recovery related matters.
• 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 and Data Protection Act
• Compliance with SBM Bank’s customer service standards, values and habits.

• Excellent Communication and Negotiation skills
• Analytical and numerical skills
• Communication skills (written and verbal)
• Inter-personal skills
• Negotiation and Influencing skills
• Spreadsheets/Database Skills
• Planning and personal organization
• Operational excellence
• Service excellence
• Problem solving skills
• Customer handing techniques

• University degree in a Business-related field from a recognized institution.