Senior Officer - Early Arrears Management

Job Purpose

To identify, review, and manage the collections and recovery of early arrears accounts, ensuring effective enforcement of repayment and compliance with credit policies.

Key Responsibilities

• Identify and continuously review processes and procedures within the region to optimize collections function
• Perform collection activities on early arrears accounts (1-90 DPDs)
• Demand and enforce repayment of delinquent loans from relationship offices and branches
• Negotiate repayment arrangements with defaulting customers during recovery enforcement processes
• Monitor and follow-up on payment arrangements from debtors
• Conduct client and business visits to assess struggling loan facilities
• Review daily system and credit monitoring loan reports to identify non-performing accounts with irregularities
• Proactively follow-up on accounts to ensure corrective actions are taken in line with credit policy
• Facilitate issuance of demand letters, repossession instructions, and statutory notices
• Liaise with auctioneers on the realization and monitoring of securities through the auctioning process
• Coordinate with the Legal Department on recovery litigations and matters requiring legal interpretation
• Prepare and submit detailed, accurate reports from recovery assignments with actionable, business-oriented recommendations to management
• Manage effective relationships with internal and external customers through correspondence, phone, and in-person communication
• Supervise, coach, and train staff in early arrears management
• Monitor and evaluate the performance of individuals and the regional team to ensure achievement of regional objectives
• Ensure the branch team's compliance with regulations and the Bank's policies and procedures
• Achieve credit control targets