Customer Service Officer- Asset Finance at Kingdom Bank Limited

Reports to: Head Asset Finance

Location: Head Office

• Distinctive customer service; Putting our MSME customers at the centre of all we do and promptly resolving customer queries
• Own and manage customer queries and complaints by taking ownership and resolving them in a timely manner.
• Offer exemplary services to all business partners which include motor vehicle dealers & insurance companies, bank’s service providers including Tracking companies and NTSA relationship.
• Enhance dealers/ customer satisfaction, loyalty and retention, attract new potential clients and maintain good relations with dealerships, caryards, insurance companies and vehicle tracking companies through the provision of quality customer service and efficient service delivery.
• Offer great business support to the entire business segment within the bank
• Working in close relationship with the Product Managers and RM’s within the department to provide a world class business offering to our customers

Responsibilities

CUSTOMER SERVICE AND CUSTOMER RELATIONSHIP MANAGEMENT

Customer Experience & Service support;

• Ensure all requests via QDESK are resolved within 24 hrs.
• Product training to branches and dealers over the phone & emails
• In charge of customer enquiries across business segments and attending to all our MSME walking clients
• Issue dealer notifications and communicate to the dealers. Mainly for Corporate Asset finance applications and KB booked applications through CQ.
• Managing all Asset Finance customer relationships, dealing with issues proactively and reactively

Administrative Functions;

• Coordinating all the periodic and scheduled departmental meetings & trainings and issuance of the minutes
• Sharing e-mail correspondences to the business teams through Asset finance & SME Business Banking email groups
• Order office stationery and other branded merchandise within 12 hours and ensure optimization within the allocated budget.
• Receive and dispatch mails within the same day
• Ensure the office is well maintained, cleaned and fumigated on a monthly basis
• Address all the Share point requests within 12 hours
• Facilitating, updating and obtaining authorized signatories for all the insurance companies in the bank’s panel semiannually.

Audit, Risk & Compliance Standards

• Ensure all the reconciliation issues are addressed within 24 hours.
• Ensure Risk & Compliance returns are submitted as demanded.
• Ensure the department achieves 85% score of the post audit implementation in liaison with the team leader

Relationship building

• Building relationships across the business, both internally and externally.
• Liaising with staff at all levels up to support asset finance business.
• Maintaining good relationship with motor vehicle dealers.
• Ensure outstanding issues between the dealer and the bank are quickly resolved.

Monitoring asset finance motor vehicle tracking & Insurance business;

• Monitoring Asset finance tracking of motor vehicles through the monthly traceability reports
• Ensure 100% tracking of our financed motor vehicles
• Escalation and follow up of any missing motor vehicle
• Support any insurance business made through the branches and ensure no insurance business is lost

Asset Finance & IPF Loan book growth

• Grow AF loan book Driven by ​

New units

Pre-Owned Units.

Disbursement of Asset Finance & IPF;

•  Asset Finance disbursements Kes including IPF (AF & IPF)

 OPERATIONAL MANAGEMENT

Administration

• Monitoring functions to ensure smooth running of day-to-day operations
• Ensure complaints procedures, queries, escalation dealt with effectively
• Carry out physical checks of financed assets

Reporting

• Adherence to monthly reporting requirements and deadlines
• Identifying issues and escalating appropriately

Profit center

• Responsibility and accountability for the unit’s cost center and budget

Documentation

• Work in close cooperation with the Business teams to ensure all necessary documentation is completed and all the procedures have been adhered to prior to AF undertaking/ drawdown.

Checks

• Responsibility for adherence to Policy & Procedures
• Asset Register maintained and correct
• Reconciling records with registration documents
• Undertaking periodic checks to ensure adherence with Policy & Procedures
• Verification that correct deal procedures are undertaken
• Responsibility for adherence with IT security procedures
• Responsibility for giving input to update the AF policy document
• Participation in AF & IPF projects

Arrears and PAR Management

• Work in close cooperation with Business teams and Risk to ensure that impairments and losses are kept at a minimum
• Ensure recoveries for own portfolio are done daily and maintain the NPL to below set targets

Qualifications

• A university degree in a Business-related area.
• Experience in Customer service/Relationship Management.
• Experience in Marketing and Sale of Asset Finance.
• A thorough knowledge of SME Products, Other KB products and services, and extensive Banking Industry knowledge.
• Excellent interpersonal and negotiation skills with the ability to network, generate new business and develop strong business relations.
• Strong leadership skills with demonstrated competence in championing high performance management.
• A good understanding of risk, credit policies and procedures.
• Excellent Planning and organizational skills coupled with very strong communication and questioning skills