Job Description

To manage and recover delinquent accounts by proactively engaging customers, resolving credit-related queries, and negotiating suitable repayment arrangements. The role is responsible for minimizing credit losses, reducing arrears, enhancing debt recovery, and ensuring compliance with regulatory and internal credit risk management standards. The incumbent will also provide analytical insights, maintain accurate credit information, and support decision-making through reporting and portfolio analysis.

Responsibilities

• Manage a portfolio of delinquent accounts and implement effective collection strategies to maximize recovery.
• Engage customers through various communication channels to negotiate repayment arrangements and resolve outstanding debt obligations.
• Monitor adherence to repayment arrangements and take appropriate action on defaulted agreements.
• Escalate high-risk accounts and recommend suitable remedial actions within approved mandates.
• Facilitate refinancing, restructuring, settlement, and repossession processes in line with credit policies and procedures.
• Deliver exceptional customer service by providing professional, timely, and effective solutions to customer queries and disputes.
• Build and maintain constructive relationships with customers while balancing the Bank's risk and recovery objectives.
• Ensure customer interactions are conducted in accordance with applicable regulatory and conduct standards.
• Compile, analyze, and maintain accurate customer and credit information to support portfolio management.
• Prepare and distribute collection, recovery, and risk management reports for management review.
• Conduct portfolio reviews and identify trends, emerging risks, and collection opportunities.
• Perform risk grading and customer assessments to support regulatory and internal credit risk reporting requirements.
• Monitor account performance and recommend appropriate interventions to mitigate potential losses.
• Data Analysis and Management Information Systems (MIS)
• Retrieve, analyze, and interpret data from multiple systems to support collection and recovery initiatives.
• Develop, maintain, and enhance MIS reports and dashboards to improve monitoring and decision-making.
• Identify trends, patterns, and performance indicators through data mining and analysis.
• Support the development, testing, monitoring, and refinement of collection, recovery, profitability, and predictive risk models.
• Ensure all collection and recovery activities comply with regulatory requirements, internal policies, and delegated authority limits.
• Maintain accurate documentation and audit trails for all customer engagements and recovery actions.
• Obtain appropriate approvals for refinancing, settlements, write-offs, and repossession activities.
• Identify and report operational and credit risks in accordance with established risk management frameworks.
• Manage costs and expenses within approved budgets to achieve operational efficiencies.
• Contribute to departmental recovery targets, portfolio performance objectives, and overall business profitability.
• Support continuous process improvement initiatives to enhance collection effectiveness and productivity.
• Take ownership of personal development by continuously improving technical, analytical, and professional competencies.
• Stay updated on regulatory changes, industry best practices, and emerging trends in credit risk and recovery management.

Qualifications and Experience

• Bachelor's Degree in Finance, Accounting, Economics, Banking, Risk Management, Business Administration, Statistics, or a related field.
• 2-3 years' experience in Collections, Credit Recovery, Credit Risk Management, Debt Management, Banking Operations, or a related environment.
• Experience in negotiating repayment arrangements and managing delinquent accounts.
• Proven experience in credit analysis, portfolio monitoring, and reporting.
• Experience working with collection systems, credit bureaus, and banking platforms.
• Exposure to data analysis and portfolio management.

Competencies

• Credit Risk Analysis
• Debt Collection and Recovery
• Financial Analysis
• Portfolio Management
• Data Mining and Analysis
• Report Writing
• Problem Solving and Decision Making
• Negotiation and Influencing Skills
• Customer Focus
• Results Orientation
• Attention to Detail
• Analytical Thinking
• Resilience and Persistence
• Relationship Building
• Integrity
• Planning and Organizing
• Accountability and Ownership
• Sound Judgement
• Stakeholder Management

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Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

03/09/26