The Co-operative Bank of Kenya Limited is incorporated in Kenya under the Company Act and is also licensed to do the business of banking under the Banking Act. The Bank was initially registered under the Co-operative Societies Act at the point of founding in 1965. This status was retained up to and until June 27th 2008 when the Banks Special General Meeti...

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Tele-Collector – MSME Collections

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

1 year

Location

Nairobi

Job Field

Finance / Accounting / Audit

The Role

Specifically, the successful jobholder will be required to:

• Conduct outbound calls to customers with overdue facilities and to secure payment commitments and follow up to ensure fulfilment.
• Engage customers professionally using approved collection scripts and guidelines, and maintain regular contact with customers within the assigned portfolio.
• Manage allocated accounts within the assigned arrears portfolio and ensure containment of accounts within early arrears buckets.
• Prioritize customers requiring immediate intervention to prevent deterioration.
• Escalate complex or high-risk cases to the Team Leader for further action.
• Promote enrolment of customers onto Settlement Instructions and other approved solutions.
• Educate and support initiatives aimed at improving repayment behaviour and available repayment options.
• Identify and report signs of customer distress, such as reduced business activity, cash flow challenges, business closure or relocation, diversion of business proceeds, and repeated broken payment commitments.
• Maintain accurate and timely updates in E-Collect and other designated systems.
• Record all customer engagements, commitments, and outcomes.
• Support campaigns and initiatives aimed at improving portfolio quality.
• Escalate matters requiring field visits, restructuring, legal action, or other remedial interventions.

• Customer engagement and negotiation skills
• Knowledge of lending and collection processes
• Report writing
• Documentation skills
• Computer literacy
• Proficiency in Microsoft Office applications

• Bachelor’s Degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing, or a related field from a recognized institution.
• At least one (1) year experience in tele-collections, debt collections, or a related field.
• Experience in financial services or debt collection will be an added advantage.