Standard Bank Group Nairobi County, Kenya
Oct 04, 2017Full time
Job Purpose Manage and control the arrears portfolio in respect of IPF that are showing extreme distress or delinquency so as to facilitate the rehabilitation of customer arrears , or take the necessary steps to minimize the bank losses by terminating insurance policies in a timely manner and realise the highest possible value whilst ensuring that there is zero tolerance for IPF provision. To attend to all administrative functions emanating from the Debt Management and Credit Control Officers from the rehabilitation of customers in arrears in the pre lock-up categories. Key Responsibilities/Accountabilities Manage and control the arrears portfolio in respect of IPF that are showing extreme distress or delinquency so as to facilitate the rehabilitation of customer arrears. Maintain and enhance customer service while attending to customer queries in regard to IPF and other bank products. Issuing timely terminations notices upon default of premium payment. Aggressively chasing Insurance companies for refunds. To control and manage the flow of incoming mail. The preparation and capturing the relevant credit and debit entries. Daily tracing of customers and update of the clients demographics. Attending to the account reconciliation of customers account and customers queries. Receipt of cheque payments and forwarding for banking. Rehabilitation &Recovery (R&R) Metrics report. End of month provision Risk grading. Extraction of listing data and sending to the CRBs-full file listing. Dispatching letters for listing. Updates and delisting excel updates. Bulk set offs-SFIs. Accounts with funds report generation. Small Balance reports. Risk grading-weekly. Monthly preparation of raw agents report. Ensure compliance with statutory regulatory and supervisory requirements to protect the reputation of group and to avoid legal action /sanction in respect of regulatory and operational compliance matters. Provide and submit comprehensive reports and/ or documentation to management on all insurance refunds made. Prepare and control the posting of required R&R letters and notices. Facilitate the internal tracing of customers under the management and control of R&R Accounts write-offs and Restructures. Self-development. SUCCESS INDICATORS KEY PERFORMANCE MEASURES The timeous distribution of incoming and outgoing mail. Daily tracing of customers and update of the clients demographics. The timeous preparation and capturing the relevant credit and debit entries. Attending to the account reconciliation of customers account and customers queries. Internal and external Customer Service ratings. Achievement of monthly set target in arrears balances and number of accounts. Daily preparation and submission of requests for termination and notice to terminate. Zero tolerance to IPF provision. Comprehensive and accurate completion of all documents relating to insurance terminations and notices. Customer complaints to be handled effectively. Consistent maintenance of filling systems. Internal and external customer service rating. Self-development. Timely submission of all CRB Reports. IMPORTANT RELATIONSHIPS INTERNAL Maintain a supportive working relationship with all stakeholders internally. Maintain a supportive working relationship with all service providers Report to ADMIN –Customer debt management. Liaise with other CMD Arrears officers, VAF unit and other administrative staffs. EXTERNAL Staff members of all stanbic bank branches and outlets. Clients ( key to this post ) Insurance companies and insurance brokers. External service providers e.g. Insurance companies repossesses , lawyers and collection agents Preferred Qualification and Experience Degree holder from a recognised University PROFESSIONAL QUALIFICATIONS Diploma in banking is an added advantage Professional training in credit management Knowledge/Technical Skills/Expertise Good knowledge of the banks internal processes and loan recovery process in Kenya. 3 years general Credit experience. Strong personality with well developed communications and inter-personal skills. Negotiation skills. Understanding of Accountancy and Bookkeeping. Sufficiently computer literate to prepare and record documents and returns, with knowledge of the following being an advantage: MIS T24 MS EXCEL MS Word PowerPoint Display a strong and convincing personality to succeed in the recovery of arrears payment. Well developed communications and inter personal skills to be able to deal with difficult and sometimes rude customers. Apply knowledge to Credit Control Procedures to ensure that appropriate steps are taken when dealing with arrears accounts.