Officer, Monitoring and Control at NCBA Group

Job Purpose Statement

The role of the Monitoring a d Control Officer is to analyse the collection and repayment trends , and liaise with the Monitoring and Control Manager to implement intelligent and effective collections and repayment workflows that serve the needs of the Unit and Business. This role shall be involved in the day to day coordination of Business, Product, Technical, Delivery and Operations teams, and 3 rd party Service Providers in implementing monitoring, control, collections and recoveries processes. The role observes full compliance with the core principles of good lending enshrined in the Credit Policy, Banking Act, and Central Bank prudential guidelines in the respective markets.

Key Accountabilities (Duties and Responsibilities)

Financial 10% 

• Maximize repayments 
• Build an effective digital first and data driven market/product specific credit risk monitoring and control process that prioritizes, segments and personalizes debtor engagements in a manner that maximizes repayments and minimizes roll forward rates
• Minimize Cost of Risk:
• Take high-level strategy and design philosophy, control proposals and business problem statements, and break them into small practical workflows that engineering can develop and implement through use cases, requirements and test script documentation for proposed debtor journeys.
• Execute end to end testing in a manner that assures quality and minimizes cost of risk

Process  40% 

• Support Manager to build and continuously enhance automated reports, and ensure timely inputs and submission of such reports highlighting key risk areas and recommendations thereof
• Optimal utilization of available technology e.g. CRM, collection system etc.
• Maintain MIS and update of the various recovery repositories, tools and templates with account management/recovery activities and strategies
• Participate in the BanqTech or departmental projects as may be called upon Officer, Monitoring and Control, CRM BanqTech
• Provide and maintain requisite data on assigned portfolio that is to be used in performance management, production of reports etc.
• Foreclosure (Security realization) Processing in liaison with relevant departments or units.

Customer 30% 

• Creative and intelligent customer communication based on behavioural science through calls, emails, issuance of demand letters and notices etc, in a manner that drives optimal conversion rates on repayments.
• Quality of credit service standards and maintenance of TAT as per policy.
• Achieve clear communication and excellent relationship management in handling assigned portfolio of delinquent accounts.
• Conducts call visits and subsequently prepares call visit reports within 7 days of the visit
• Ensure client request are handled within the set parameters –e.g. restructures, waivers, full and finals etc.
• Efficient Management of external service providers as will be assigned i.e. ICA etc.
• Query and complaint management within set TAT and SLA and timely escalation.

People 20% 

• Self-development: engage in self-development initiatives and trainings that equip staff on emerging global intelligent debt management practices
• Adherence to performance management targets 

Ideal Job Specifications

Academic: 

• University degree Upper 2nd Class Honours or 3.0 GPA

Professional:

• Relevant professional qualification in Banking, Risk Management and Law an added advantage.
• Professional knowledge of SQL and/or related statistical packages is an added advantage
• Certified Credit Professional course is an added advantage

Desired work experience:

• At least 2 years work experience in a bank or financial services institution of which 1 year should have been in Remedial Management (Debt Collections and/or Recoveries) preferably in a highly digitized, high volume environment

Closing on: May 1, 2022