Tele-Collector – MSME Collections at Co-operative Bank of Kenya

The Role

Specifically, the successful jobholder will be required to:

• Conduct outbound calls to customers with overdue facilities and to secure payment commitments and follow up to ensure fulfilment.
• Engage customers professionally using approved collection scripts and guidelines, and maintain regular contact with customers within the assigned portfolio.
• Manage allocated accounts within the assigned arrears portfolio and ensure containment of accounts within early arrears buckets.
• Prioritize customers requiring immediate intervention to prevent deterioration.
• Escalate complex or high-risk cases to the Team Leader for further action.
• Promote enrolment of customers onto Settlement Instructions and other approved solutions.
• Educate and support initiatives aimed at improving repayment behaviour and available repayment options.
• Identify and report signs of customer distress, such as reduced business activity, cash flow challenges, business closure or relocation, diversion of business proceeds, and repeated broken payment commitments.
• Maintain accurate and timely updates in E-Collect and other designated systems.
• Record all customer engagements, commitments, and outcomes.
• Support campaigns and initiatives aimed at improving portfolio quality.
• Escalate matters requiring field visits, restructuring, legal action, or other remedial interventions.

Skills, Competencies and Experience

The successful candidate will be required to have the following skills and competencies:

• Bachelor’s Degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing, or a related field from a recognized institution.
• At least one (1) year experience in tele-collections, debt collections, or a related field.
• Experience in financial services or debt collection will be an added advantage.
• Experience in customer engagement and negotiation skills, knowledge of lending and collection processes.
• Report writing, documentation skills, computer literacy and proficiency in Microsoft Office applications.