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Debt Recovery Officer
JOB PURPOSE
To execute the debt recovery strategy in reducing the Non-Performing Accounts (NPA) portfolio at the same time report on NPAs (Write offs, Collections, Security Cover etc.) on a regular pre-determined basis
KEY RESPONSIBILITIES
- Keep tracking outstanding debts.
- Coordinate all recovery activities and ensure prompt recovery.
- Monitor debt collection response cycles and contacts as well as credit control performance.
- Follow up with External Service providers i.e. Debt collectors, auctioneers etc. and participate in bank auctions to ensure customers get maximum value.
- Conduct client visits (on a need basis) and telephone calls to follow up on payments from debtors.
- Report on NPAs (Write offs, Collections, Security Cover etc.) on a regular pre-determined basis.
- Plan course of action to recover owed money.
- Locate and contact debtors through structured field visits.
- Negotiate payoff deadlines and payment plans, enforce remedial measures such as restructuring or legal action to be undertaken.
- Handle customers’ questions or complaints.
- Identify gaps in the system and recommend solutions.
- Build trust with debtors.
- Update account status and database regularly.
- Comply with requirements when legal action is unavoidable.
- Keep updated records of debtors unwilling or unable to pay and report to supervisor on the same.
- To perform any other duty as assigned in line with the organization goals and objective.
QUALIFICATION AND EXPERIENCE REQUIREMENTS
- A University degree(Holders of a Business-related degree will have added advantage).
- Professional Banking Qualification (AKIB) or accounting qualifications will have added advantage.
- Minimum 3 years’ proven working experience as a debt collector preferably in a Banking environment.
- Ability to handle difficult situations and interactions.
- Ability to work independently and successfully manage time and territory.
- Experience in working with targets and tight deadlines.
- Knowledge of relevant legal requirements
- Good knowledge of MS Office and databases
- Good negotiation and persuasion skills
- Team player
- Great interpersonal and communication skills.
- High integrity.
Branch Operations Officer
JOB PURPOSE
The role holder will be responsible for the day-to-day branch operations ensuring timely opening and closing of the branch, service to the customers for all services, keeping high level bank standards.
KEY RESPONSIBILITIES
- Ensure proper controls, processes & procedures are always adhered to as per the laid down Caritas Microfinance bank policies. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
- Ensure branch is opened & closed as per the approved timelines. Operations staff to be ready to serve customers.
- Ensure that the Caritas Microfinance bank’s Policies are always adhered to when handling different products.
- Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is always observed.
- Together with the BM, create ownership of the branch strategy and targets, agreeing on branch business plans/ strategies and business goals for the branch aligned to the bank’s overall growth strategy.
- Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the ruling tariff.
- Ensure excellent customer experience is always maintained and ensuring set TAT is always achieved.
- In conjunction with the BM, co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
- Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution and ensure set TAT on response to customer queries on phone or by letters is strictly adhered to.
- Ensure customers are well informed of Caritas Microfinance Banks products by equipping the notice board in the banking hall with relevant and up to date information as well robust cross sell activities in the branch.
- In conjunction with the BM, build and develop a high performing and motivated staff team in the branch by creating a sense of teamwork, a good working environment and regular duty rotations to ensure maximum productivity.
- Provide leadership by constantly offering training and guidance on the operations expectations, ensuring adequate coaching, and mentoring of branch staff.
- Manage performance /disciplinary issues/grievances for operations staff.
- To perform any other duty as assigned in line with the organization goals and objective.
QUALIFICATION AND EXPERIENCE REQUIREMENTS
- A University degree (Holders of a Business-related degree will have added advantage).
- Professional Banking Qualification (AKIB) or accounting qualifications will have added advantage.
- Minimum 6 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, 3 of which should be at a management level; 2 within a branch operations role and at least two 2 within customer service role.
- Good understanding of the bank’s systems i.e., the core banking system.
- Proven track record of consistently meeting customer expectations and exceeding set targets.
- Excellent Bank product knowledge.
- Versatility, flexibility, passion, and commitment to quality Customer experience/Service delivery.
- Ability to handle difficult situations and interactions.
- Ability to work independently and successfully manage time and territory.
- Excellent analytical skills and ability to sell strategically within an account.
- Competency in Computer Knowledge (Microsoft Office).
Method of Application
Interested candidates who meet the criteria above are encouraged to send their application letters and detailed CVs to: Email: recruitment@caritas-mfb.co.ke. Kindly indicate the position title on the subject line when applying. Closing date for application will be on 12th March 2024. Only shortlisted candidates will be contacted.