Collector, Tele-Collection at Standard Chartered Bank Kenya

To manage and control all matters relating to delinquent accounts for (Unsecured Personal Instalment Loans) UPIL by constantly reviewing collection procedures and ensuring early recovery actions are taken to maximise prospects of full recovery and executes the collection strategy. Highlights and analyses credit failures in UPIL as first level of contact with these issues and providing lessons learnt to improve the credit approval process.

Key Responsibilities

• Manages the day -to-day collections of Unsecured PIL and Credit Cards to ensure losses are minimised and recoveries maximised by the effective implementation of collections strategy.
• Contributes towards the review and development of PIL and Credit Cards collection strategy;
• Reviews processes within collections of PIL unsecured and Credit Cards Portfolio 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 PIL and CC accounts.
• Works with solicitors throughout the litigation process to ensure optimal collection with minimal legal cost to the bank
• Maintains and analyses MIS statistical information relating to performance of the accounts and escalates trends for input to Product Development Process. 
• Legal, regulatory, economic and compliance including the following;
• Ensure compliance with the Group’s standard and regulatory requirements pertaining to money laundering and KYC;
• Participate in and/or support the Bank’s effort to combat money laundering;
• Exercise due care and diligence on matters related to Money laundering and KYC in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.

Strategy

• Reviewing collection procedures and ensuring early recovery actions are taken to maximise prospects of full recovery and executes the collection strategy

Processes

• Reviews processes within collections of UPIL and CC to identify risk and opportunities to streamline operations, improve service and minimise losses

Risk Management

• Ensuring all aspect of Risk Compliance are consistent with bank policy    
• Ensuring proper identification of material risk and maintaining an effective control environment 
• Ensuring risks of processing failure are being actively controlled on an end-to-end basis particularly as processes are revised/enhanced through proactive risk mitigation plans

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 other team members to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] 
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Internal

• T&O Support 
• Direct Channels
• Credit Analysts – on matters relating to pursuit of collections and default management.
• Relationship managers

External

• Lawyers - debt collection 
• Insurance companies
• HR and Finance Managers where the Bank has DAS arrangements
• Collection system Vendors
• Third party repossession agencies
• Solicitors

Skills and Experience

• Negotiation Skills    
• Stakeholder management    

Qualifications

• Graduate with 2 year experience in Credit preferably Debt recovery.
• Credit skills
• Good negotiation and communication skills.
• Understands market trends and can interpret impact on the CB portfolio
• Full knowledge of Consumer Bank Products and those of the competitors
• Good Computer skills with knowledge of the Credit MIS
• Strong analytical skills and attention to detail
• Basic Project management skills