Tele-Collector – MSME Collections

Co-operative Bank of Kenya is a financial institution founded in 1965, offering banking and financial services.

Are you an outstanding performer who firmly believes in the pursuit of excellence and looking to grow in credit and customer experience management? Are you passionate about service excellence? Do you seek to do things differently and go an extra mile to make sure you excel in results delivery? If yes, then you are what we need! Join our Collections team and make your mark.

1. Conduct outbound calls to customers with overdue facilities and to secure payment commitments and follow up to ensure fulfilment.
2. Engage customers professionally using approved collection scripts and guidelines, and maintain regular contact with customers within the assigned portfolio.
3. Manage allocated accounts within the assigned arrears portfolio and ensure containment of accounts within early arrears buckets.
4. Prioritize customers requiring immediate intervention to prevent deterioration.
5. Escalate complex or high-risk cases to the Team Leader for further action.
6. Promote enrolment of customers onto Settlement Instructions and other approved solutions.
7. Educate and support initiatives aimed at improving repayment behaviour and available repayment options.
8. 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.
9. Maintain accurate and timely updates in E-Collect and other designated systems.
10. Record all customer engagements, commitments, and outcomes.
11. Support campaigns and initiatives aimed at improving portfolio quality.
12. Escalate matters requiring field visits, restructuring, legal action, or other remedial interventions.

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