Relationship Officer – Portfolio Quality Management at Bank of Africa Kenya Limited

Responsibilities and Accountabilities

• Develop and implement proactive strategies to prevent portfolio deterioration, including early intervention and customer outreach.
• Ensure the timely collection of outstanding debts by regularly communicating with clients.
• Analyze customer financial data and account activity to assess credit risk and potential for delinquency.
• Collaborate with business teams for Corporate/Key SME accounts identified as having a high risk of deterioration by conducting calls or visits
• Track collection efforts, report on progress, and identify opportunities to improve collection processes.
• Maintain consistent and effective communication with customers throughout the collection process.
• Maintain a strong understanding of bank policies and collection regulations.
• Work collaboratively with other departments (e.g., legal) to ensure efficient resolution of delinquent accounts and contribute to overall asset quality maintenance.

Competencies and Attributes

• Ability to establish effective rapport with debtors, responsible relatives, and other parties to obtain information and elicit cooperation.
• Ability to independently evaluate information and initiate action within prescribed guidelines.
• Ability to establish and maintain accurate records and files.
• Ability to understand, apply and explain pertinent laws and procedures concerning collections.
• Ability to gather and present information in legal proceedings to procure legal judgments.
• Proactive and results-oriented:
• Takes initiative to identify and address potential issues before they escalate.
• Strong communicator: Clearly conveys information, negotiates effectively, and builds rapport with customers.
• Empathetic and assertive: Understands customer challenges while firmly advocating for bank’s interests.
• Analytical and problem-solver: Analyzes financial data to assess risk and develop solutions for debt collection.
• Team player: Collaborates effectively with ARMs and other departments to achieve common goals.

Minimum Requirements; Work Experience, Academic and Professional Qualifications.

• Bachelor’s degree in Business Administration, Finance, or a related field .
• Minimum of 2-3 years of experience in loan collections or credit risk management.
• Proven track record of successfully resolving delinquent accounts, recovering outstanding debts, and preventing portfolio deterioration.