Collections Officer-Secured & Unsecured Portfolio

Education: A Bachelor’s degree/Diploma in a business-related field (Accounting, Finance, Business Administration ,social sciences).
Experience: 1–5 years of experience in debt collection, specifically within a bank or financial institution in Kenya.
Skills: Exceptional negotiation, persuasion, and conflict-resolution skills.
Technical Proficiency: Strong knowledge of Microsoft Office (Excel, Word) and banking software systems.
Communication: Excellent verbal and written communication skills in English and Kiswahili.
Certification: Added advantage includes CPAs, CCP (Certified Credit Professional), or similar qualifications.

Account Monitoring & Recovery: Monitor assigned portfolios to identify overdue accounts, contacting debtors via telephone, email, or field visits to secure payments.
Negotiation & Payment Plans: Negotiate suitable repayment schedules with delinquent clients while maintaining high customer service standards.
Record Maintenance: Maintain accurate, detailed records of all communication, repayment progress, and actions taken in the bank’s system.
Reporting: Prepare daily, weekly, or monthly reports on collection activities, including debtor ageing analysis and recovery progress.
Compliance: Ensure all debt collection activities strictly comply with Central Bank of Kenya (CBK) regulations, internal bank policies, and ethical standards.
Litigation Support: Liaise with legal teams or external debt collectors for severely delinquent accounts, including preparing documentation for court action.
Customer Support: Resolve billing disputes, respond to account queries, and promote positive customer relationships while managing debt.

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