NCBA Group Retail Early Collector Jobs in Kenya

NCBA Group Retail Early Collector Jobs in Kenya

Division/Department: Retail Banking

Reports to: Retail Early Delinquency Team
Collection Officer

Unit: Retail Credit Analysis

Closing Date: 25th September 2022

Job Purpose Statement

Ensure focused attention on and closely monitor the performance of an assigned portfolio of past due as well as non-performing loans.

A clearly defined strategy for returning the accounts to performing status or exit must be documented and approved in each case.

Key Accountabilities (Duties and Responsibilities)


  • Daily follow up and handling of all past due accounts under assigned portfolio

  • Collection of past due amounts from funded accounts.

  • Telephonic Collections: calling customers and obtaining PTPs, calling third parties e.g. insurance brokers, underwriters to follow up on premium refunds.

  • Analysis of accounts in past due, raising red flags and recommending to the Bank through the supervisor, exit or rehabilitation strategies, and in case of discount/waiver request, can recommend discount or waiver not exceeding 30% of the total exposure of an account.

  • Management, collection and recovery of outstanding amounts under assigned portfolio of past due accounts with a view of minimizing impairment charges from bad loans.

  • Recovery targets, write backs and restructured debts

  • Analyzing and recommending capitalization and
    restructure requests for approval, whereby the total exposure on a restructure request

  • Monitoring the repayment plans: diarizing and following up

  • Negotiating with clients and coming up with suitable exit strategies for delinquent accounts within assigned portfolio.

  • Recommending delinquent accounts to be placed on lock-up (classified/downgraded) and those to be

  • Liaising with and co-opting the assistance of all Business Units as may be necessary to arrange recovery of arrears accounts.

  • Working and liaising with external agencies

  • Taking appropriate actions as per the applicable process flow

  • Foreclosure (security realization) processing as appropriate

  • Participating in court litigations or arbitration on behalf of the bank as may be called upon

  • Analyzing credit default risk in light of potential shocks in the industry and recommending appropriate actions.

  • Expense Control goals.

  • Any other duty as may be assigned by the supervisor

    Internal Business Processes

  • Collation and submission of quality data/reports in a timely
    manner or as may be required from time to time.

  • Meeting regulatory compliance requirements and consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency and cost effectiveness.

  • Optimal utilization of available technology e.g. collection system etc.

  • Accurate asset classification in the system

  • Audit ratings - Satisfactory

  • CBK Inspection ratings - Satisfactory

  • ORSA ratings


  • Ensuring effective customer communication through calls, emails, issuance of demand letters and notices etc.

  • Quality of credit service standards and maintenance of TAT as per policy.

  • Clear Communication and excellent relationship management in handling assigned portfolio of delinquent accounts.

    Learning and Growth

  • Self-development

  • Performance Management

    Job Dimensions

    Stakeholder Management


  • Credit Operations

  • Credit Analysis

  • Card Centre

  • Contact Centre

  • Relationship Managers

  • Card Products


  • CRBs

  • Lawyers

  • Auctioneers

  • Insurance Companies/brokers

  • Valuers

  • External Debt Collectors

    Stakeholder Management key stakeholders that the position holder will need to liaise/work
    with to be successful in this role.

    Decision Making Authority /Mandates/Constraints:

  • Role guided by Credit Policy and Procedures, Prudential Guidelines and all relevant legislations.

  • Strategic review of recovery options and recommendation of appropriate action-for assigned

  • Negotiating repayment proposals while considering impact on the Bank income statement in terms of provisioning and possible write backs.

    Work Cycle and Impact: Time Horizon and Nature of Impact (Planning)

    Monthly on a moving average YTD

    Ideal Job Specifications


  • University degree Upper 2nd Class Honors or 3.0 GPA


  • Computer literate

  • Relevant professional qualification in Banking, Risk Management and Law an added advantage.

    Desired Work Experience

  • At least 2 years work experience in a bank or financial services institution of which 1 year should have been in remedial management (Debt Collections and/or Recoveries).

    NCBA Bank Core Value Behaviours (Performance Drivers)

  • Driven - We are passionate, make bold decisions and learn from our failures. We seek new challenges and appreciate different views constantly raising the bar. We explore our full potential.

  • Open - Our interactions are candid, honest and transparent. We listen to each other and our clients.

    We are inclusive and always respect each other.

  • Responsive – We put our customer’s interests at the heart of all that we do. We are proactive, act quickly and resolutely to deliver results. We keep it simple and seek new ways to improve.

  • Trusted - As a trusted partner we do what is morally right always. We keep our word. We are
    accountable and believe in each other.

    Ideal Job competencies

    Technical Competencies

  • A thorough understanding of the Bank’s credit policy and Prudential Guidelines.

  • Planning and organizing skills for effective planning and execution of tasks and deliverables within timeframes and budget.

  • Quality orientation to ensure consistency in adhering and uphold performance standards for Service Level

  • Analytical skills, understanding and interpretation of facilities as structured
    and options available in the process of structuring plans for turning around
    non-performing loans.

  • Knowledge and effective application of all relevant banking policies, processes, procedures and guidance to consistently achieve required
    compliance standards or benchmarks.

  • Excellent negotiation skills.

    Behavioural Competencies

  • Interpersonal skills to effectively communicate with and manage expectations of customers and other stake holders.

  • Excellent written and oral communication skills for effective negotiation with customers on non-performing loans.

  • Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

  • Street-wise knowledge.

    How to Apply

    For more information and job application details, see: NCBA Group Retail Early Collector Jobs in Kenya

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