Collection Support Officer at Standard Chartered Bank Kenya

JOB SUMMARY

• Drive operational Excellence and Innovation through delivery of expense budget, stakeholder engagements and improved client experience
• Support achievement of loan impairment budget through management insurance claims, forbearance processing, timely client notices and vendor management
• Implement effective Collections Management with a view to optimize both the efficiency and effectiveness of Collections Operations.

RESPONSIBILITIES

• Supports the day -to-day collections of Retail products to ensure losses are minimised and recoveries maximised by the effective implementation of collections strategy.
• Supports the Collections team by provision of Collections MIS to manage portfolio and performance In addition to reviewing and analyzing trends and informing decisions related to the product Development Process
• Performs various Quality Assurance activities supporting collections performance and compliance. 
• Processing Debt Relief Plans and monitoring to prevent early delinquency
• Blocking and manual debits for collections and recoveries accounts
• Reviews processes within collections to identify risk and opportunities to streamline operations, improve service and minimise losses.
• Highlights and analyses credit failures to identify ways of improving the Credit Approval process for Retail Client accounts.
• Reconciliation of various Collections reports for maintenance of accurate data.
• Maintenance and prompt update of various collections trackers. 
• Handling, logging and tracking customer queries, instructions, complaints and CRB related queries.
• Management of insurance claims
• Processing regulatory and other client notices
• Vendor management, Invoice processing
• Legal, regulatory, economic and compliance 

Strategy

• Implement the global collections strategic framework within the country, AOB related to Collections

Business

• Drive opportunities/initiatives to achieve cost savings.

Processes

• Work closely with Country Collections leadership teams to identify and resolve operational issues and need by improving and standardizing processes.

People & Talent

• Completion of e learnings and trainings, coaching through credit mentorship programme, self-learning through discover learning portal. 

Risk Management

• Ensure Operational Risk issues are addressed and action plans on issues are executed within set action plan timelines, Management of all collections trackers, Engagement with stakeholders to ensure completion of assigned tasks and provide feedback. 

Governance

• Adhere to Group policy and Collection Process Standards and collections strategy. 

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Collections & Recoveries 
• Technology & Operations Support 
• CPBB (Consumer, Private and Business Banking) Lending Operations
• Direct Channels-Branches, Call Centre, Credit Resolution Unit
• Credit Initiation Team 
• Policy Team
• Manager, Information Management & Forecasting
• Global Business Services (GBS)
• Bancassurance

External

• Lawyers
• Insurance Service Provider
• Collection system vendors
• Third party - lawyers, auctioneers, valuers

Other Responsibilities

• Adhoc requests from Country/regional head of collections
• Embed Here for good and Group’s brand and values in Collections [Kenya / Retail Credit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

QUALIFICATIONS

• Graduate with minimum 1 year experience in Credit preferably, Credit operations or Debt Collection & Recovery.
• Operations experience 
• Credit skills
• Good negotiation and communication skills.
• Full knowledge of Retail products 
• Good Computer skills with knowledge of Credit MIS
• Basic Project management skills

Role Specific Technical Competencies

• Operations
• Stakeholder management
• Communication and interpersonal skills
• Planning and organisation skills in a highly multitasking
• Debt recovery

Unposting Date: 03/Aug/2023, 11:59:00 PM