Supervisor, Credit Collections

Key Responsibilities

Operational - 55%

• Daily monitoring of allocated portfolio of delinquent term loans and Overdrafts (1-90DPD) facilities to determine reasons for delinquency by application of sound credit judgment, collections strategy and process within pre-determined broad policy guidelines and regulation to minimize credit losses.
  
• Guide the banks policy by providing data that show main reason for account default, exposure per default reason as indicated in the process summary document
  
• Using existing Collections reports and systems available from time to time, follow up clients within own portfolio to recover arrears.
  
• Undertake timely collections actions through effective communication and negotiate with customers on their past due facilities while ensuring that subsequent actions on the facilities, if required, are not unduly delayed.
  
• Quick identification and escalation of Collections exceptions on own portfolio to reporting line that require approval or consideration of alternative recovery actions.
  
• Constant liaison with the business network to undertake appropriate measures on allocated Collections portfolio to offer alternative solutions for customers.
  
• Ensure individual performance objectives and measures are agreed with line manager.
  
• Efficiently maintaining an accurate diary of collections actions undertaken on own portfolio with timely follow-up of due actions.
  
• Ensure upload of all actions taken onto the Debt Collection & Collateral management system -DCCM.
  

Relationship Management - 25%

• Respond to customer complaints and queries and escalate unresolved cases for collections management review and advice.
  
• Work with service providers and all stakeholders to ensure compliance & portfolio profitability.
  
• Application of world class customer service standards always while handling customers issues, walk in customers and customer correspondences assigned on recovery related matters.
  

Compliance - 20%

While the role holder is expected to apply reasonable judgment to always enhance maximization of value for the bank at all times, commitment to guidelines below is non-negotiable:

• Compliance with the SBM Bank Loss Recognition and forbearance policies
  
• Compliance with Central Bank’s Prudential Guidelines and Risk Management guidelines
  
• Compliance with Consumer Protection Act and Data Protection Act
  
• Compliance with SBM Bank’s customer service standards, values and habits.
  

Direct Reports to this position

N/A

Customers of this Position

All Departments in the Bank

Knowledge: Skills and Experience required for this Role:

• 1 years’ experience in a debt recovery function
  
• University degree in a Business-related field from a recognized institution.
  
• Excellent Communication and Negotiation skills
  

Competencies required for this Role

• Analytical and numerical skills
  
• Communication skills (written and verbal)
  
• Inter-personal skills
  
• Negotiation and Influencing skills
  
• Spreadsheets/Database Skills
  
• Planning and personal organization
  
• Operational excellence
  
• Service excellence
  
• Problem solving skills
  
• Customer handing techniques