Job Opportunities at Old Mutual Kenya

KEY TASKS AND RESPONSIBILITIES

• Communicate with customers following established guidelines to address inquiries and resolve issues.
• Develop a deep understanding of the company’s products and services to make personalized recommendations.
• Actively generate, qualify, and pursue leads to achieve individual sales targets.
• Initiate and manage customer interactions through phone calls and digital platforms.
• Maintain and manage a sales pipeline, providing regular updates to team leaders.
• Effectively handle customer objections to close sales and ensure satisfaction.
• Build and sustain positive relationships with customers to drive repeat business.
• Utilize CRM and other digital tools to record interactions and manage customer data efficiently.
• Promote and upsell additional products and services during customer engagements.
• Prepare and submit sales performance and activity reports to management.
• Meet or exceed defined KPIs, including call volume and conversion rates.

SKILLS AND COMPETENCIES

• Proficiency in Windows-based applications (e.g., MS Office) and CRM systems.
• Excellent verbal and written communication skills with a customer-first attitude.
• Strong analytical skills to assess customer needs and provide tailored solutions.
• Proven ability to handle objections and negotiate effectively.
• Goal-oriented with a track record of consistently meeting or exceeding sales targets.

KNOWLEDGE & EXPERIENCE

• Success in meeting or exceeding sales targets in telesales or digital sales roles.
• Experience in the insurance, financial services, or digital sales sector is highly preferred
• Proficiency with CRM systems, digital tools, and MS Office applications.
• Strong ability to build relationships and deliver tailored solutions to customer needs.
• Excellent verbal and written communication skills with strong negotiation abilities.

QUALIFICATIONS

• Diploma or degree in a business-related field (e.g., Marketing, Sales, Business Administration).
• Progress toward insurance certifications such as ACII (Associate of the Chartered Insurance Institute) or COP (Certificate of Proficiency in Insurance) is preferred.
• A minimum of one year of experience in sales, preferably in insurance or digital sales environments.

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KEY RESPONSIBILITIES 

• Ensure compliance with the Bank’s policies and regulatory requirements pertaining collection and debt recovery
• Ensure all loan repayments for all disbursed loans are paid on or before the due dates
• Ensure review of daily excess reports to detect operationally delinquent accounts (identification and follow-up with Branch Managers on overdrawn accounts without limits) and follow up for prompt regularization
• Record and maintain a track of all loan follow up progress for all loans in Arrears
• Manage the entire portfolio (Retail, SME and Community) to ensure subsequent losses are minimized through the effective implementation of collections activities as laid out in the collection’s strategies. Specifically, meet the service metrics detailed in the annual job objectives
• Prepare daily/weekly arrears reports for all the branches and follow up with them to ensure full repayment
• Ensure all loans are managed within the agreed buckets and all cases contained from getting to non-performing category
• Work closely with the Branch managers in the management of arrears 
• Prepare demand letters and ensure that they are forwarded to the defaulting customers
• Work closely with the Debt Recovery Unit (DRU) to ensure that all files transition from one bucket to the other with proper documentation to facilitate recovery
• Prepare reports and make recommendations on any early warning signs on accounts to management
• Prepare and maintain an updated register on loan related insurance claims and ensure prompt reimbursement
• Monitor debt collection response cycles and contacts as well as credit control performance
• Report and monitor all risks associated with collections
• Consult with the legal department before entering into counter agreements with defaulting customers
• Reduction in the Non-Performing Loan (NPL) book thus lower loan loss provisions
• Ensure that all loans are booked with employers and that there are prompt loan repayments from employers for retail loans
• Generate compliance reports for use in decision making and Performance appraisals
• Do any other duties that may be assigned by the Management

SKILLS, KNOWLEDGE & COMPETENCIES

• Capacity and willingness to work for long hours and within strict deadlines. 
• Excellent interpersonal skills 
• High degree of confidentiality  
• Analytical mind 
• Knowledgeable on the Financial services sector 
• Assertive 
• Honest 
• Highly organised 
• Creative and Innovative 
• Proactive and fast decision maker
• Physically fit and versatile and able to work on a computer for long hours.
• Knowledge in credit management and banking is an obvious advantage. 
• Knowledge on Law relating to banking

QUALIFICATIONS & EXPERIENCE

• Business Degree
• Proficiency in computer applications, Credit & Risk Management course (Desirable)
• 3 years’ experience in credit and debt recovery.
• Practical experience in Lending and recovery -Speed and accuracy (Desirable)

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KEY RESPONSIBILITIES

• Proactively market and generate business through client recruitment, deposit mobilization and disbursement.
• Conduct regular visits and follow-ups with customers to ensure satisfaction and foster long-term relationships
• Maintain up to date records of all customer visits for all customers.
• Cross sell all Faulu products and services to both existing and potential clients.
• Business growth initiatives including marketing activities, new business sign ups, new partnerships etc.
• Prepare credit appraisals, analysis and present to the Branch Credit Committee meetings further review & recommendations.
• Adhere to current procedures, processes, memos and circulars as may be issued from time to time.
• Provide ongoing support to Remote Sales Consultants to enhance their productivity and effectiveness.
• Address all customer queries within stipulated Service Level Agreements (SLAs).
• Monitor the portfolio quality on a daily basis and proactively institute remedial actions.
• Promote Digital Banking adoption by onboarding and supporting customers on usage of Digital Banking platforms (Digi Cash, Internet Banking USSD Code)
• Liaison with the branch leadership team, local authority i.e. chiefs, opinion leaders to reinforce loan collections
• Monitor, on a continuous basis, all transactions to ensure that unusual and suspicious transactions are reported to the Money Laundering Reporting Officer (MLRO)
• Implementing and enforcing the board approved AML, KYC & CFT policy in as far as is applicable within my area of responsibility.

SKILLS, KNOWLEDGE & COMPETENCIES

• Business management skills
• Credit management skills Supervisory skills
• At least 4 years as a Universal Banker doing MSME loans
• Lending hands on experience of at least 3 years.

Competencies Required

• Good communication
• Interpersonal skills
• Team leader/player

QUALIFICATIONS & EXPERIENCE

• Business related degree from a recognized university

Professional Qualifications

• Accounts Qualification Section 4 of CPAs

Additional Qualifications/Experience (Preferred, Not A Requirement)

• Master’s degree

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KEY RESPONSIBILITIES

• Proactively market and generate business, focusing on deposit mobilization, loan disbursement, and overall revenue growth
• Undertake regular calls and visits to customers to ensure effective relationship management and customer satisfaction
• Cross sell all Faulu products and services to both existing and potential clients ensuring maximum penetration and customer retention
• Business growth initiatives including marketing activities, new business signups, new partnerships etc
• Prepare credit appraisals, analysis and present to the Branch Credit Committee meetings further review & recommendations
• Adhere to current procedures, processes, memos and circulars as may be issued from time to time
• Address all customer queries within stipulated Service Level Agreements (SLAs)
• Monitor the portfolio quality on a daily basis and proactively institute remedial actions
• Conduct regular visits and follow-ups with customers to ensure satisfaction and foster long-term relationships
• Promote Digital Banking adoption by onboarding and supporting customers on usage of Digital Banking platforms (Digi Cash, Internet Banking USSD Code)
• Provide ongoing support to Sales Consultants to enhance their productivity and effectiveness
• Recruit, train, and manage agency banking partners while monitoring their performance, providing support and ensuring compliance with banking policies
• Liaison with the branch leadership team, local authority i.e. chiefs, opinion leaders to reinforce loan collections

SKILLS, KNOWLEDGE & COMPETENCIES

• Business management skills
• Credit management skills Supervisory skills
• At least 5 years as a Universal Banker in MSME business
• Lending hands on experience of at least 3 years.

Competencies Required

• Good communication 
• Interpersonal skills
• Team leader/player

QUALIFICATIONS & EXPERIENCE

Education

• Business related degree from a recognized university

Professional Qualifications

• Accounts Qualification Section 4 of CPAs 

Additional Qualifications/Experience (Preferred, Not A Requirement)

• Master’s degree