SBM Bank Kenya is inviting applications from qualified, passionate, and dynamic professionals for the role of Senior Officer, Collections. As part of the Collections and Recoveries Department and stationed at the Head Office, this pivotal role is designed to support SBM Bank’s credit risk management strategy by ensuring timely and effective recovery of delinquent loans. The position is offered on open-ended contractual terms, providing a stable and long-term growth opportunity for the successful candidate.
SBM Bank is committed to offering superior banking solutions by leveraging customer-centric strategies, technology, and innovation. With a strong presence in Kenya and across the region, SBM Bank offers a platform where high-performing professionals can thrive and drive change in the banking industry. This opportunity is ideal for candidates who have a keen interest in credit management, possess excellent negotiation skills, and are looking to develop their careers within a structured and high-performance environment.
Position: Senior Officer, Collections
Department: Collections and Recoveries
Band/Level: Senior Officer
Location: Head Office
Contract Type: Open-Ended
Application Deadline: July 4, 2025
Job Purpose
The Senior Officer, Collections will be responsible for managing a dedicated portfolio of delinquent accounts (ranging from 1 to 90 days past due) across Corporate, Retail, and SME banking segments. The core objective of this role is to proactively engage with clients, apply effective collection strategies, and ensure minimization of credit losses. The successful candidate will be expected to align with SBM Bank’s internal policy framework and external regulatory guidelines to ensure optimal performance of term loan portfolios and contribute to the bank’s financial sustainability.
Key Responsibilities
The role of the Senior Officer, Collections is categorized into three main areas of responsibility:
1. Operational Responsibilities (55%)
The operational component is central to the success of the collections process and involves the following tasks:
- Daily Portfolio Monitoring:
Monitor the assigned portfolio of term loans and overdrafts that are between 1 and 90 days delinquent. The goal is to determine the reasons behind delinquencies using analytical insights, customer engagement, and judgment. - Utilization of Collection Tools:
Use SBM’s internal collection systems and reports to identify clients in arrears and initiate contact to pursue recovery. All systems are to be used in line with internal IT and data protection protocols. - Timely Action and Communication:
Maintain a structured follow-up schedule with clients to discuss repayment plans. Apply negotiation skills to encourage timely payments and prevent further deterioration of account status. - Escalation of Exceptions:
Where accounts require decisions beyond the role holder’s scope—such as restructuring, legal recourse, or special write-off considerations—these must be promptly escalated for review by senior management. - Coordination with Business Units:
Liaise with other departments including Relationship Management teams, Legal, Credit Risk, and Operations to facilitate comprehensive solutions for recovery and customer management. - Performance Metrics:
Work with the line manager to agree on and track personal and departmental performance indicators, ensuring individual accountability and progress tracking. - Diary Management:
Maintain accurate and up-to-date records of all recovery actions, client conversations, and agreed-upon next steps to facilitate smooth follow-up processes.
2. Relationship Management (25%)
Client engagement is critical in the collections process, and the role involves direct interaction with customers:
- Handling Queries and Complaints:
Promptly address customer concerns regarding outstanding loan balances, repayment difficulties, or misapplied payments. Where resolution is not immediate, escalate to appropriate management for intervention. - Customer Service Excellence:
Uphold SBM Bank’s world-class customer service standards. Whether communicating via telephone, email, or face-to-face meetings, professionalism and courtesy are expected at all times. - Communication Etiquette:
Maintain clarity, empathy, and diplomacy in all communications to encourage compliance and maintain the bank’s reputation.
3. Compliance and Risk Adherence (20%)
All collections activities must adhere strictly to regulatory and internal policy standards:
- SBM Bank Policy Adherence:
Follow the Loss Recognition and Forbearance Policies of the Bank. Avoid shortcuts or deviations from approved processes. - Central Bank Guidelines:
Ensure compliance with the Central Bank of Kenya’s Prudential and Risk Management Guidelines at all times, especially when dealing with sensitive client data and credit decisions. - Consumer Protection:
Align all client engagements with the Consumer Protection Act and the Data Protection Act to safeguard customers’ rights and personal data. - Upholding Values:
Embody and promote SBM Bank’s values and behavioral habits in all professional interactions.
Key Clients and Stakeholders
The role engages with various internal departments across the Bank including:
- Credit Risk Management
- Corporate and SME Relationship Teams
- Legal and Compliance Units
- Finance and Reporting Teams
- Operations and IT Teams
- Customer Service Centers
Effective collaboration with these stakeholders ensures seamless implementation of recovery strategies and mitigates risk of escalation.
Knowledge, Skills, and Experience Required
To succeed in this role, the candidate should meet the following minimum requirements:
- At least 2 years of experience in debt recovery or credit management, preferably within a financial services or banking environment.
- A university degree in a business-related field such as Finance, Banking, Economics, or Accounting from a recognized institution.
- Excellent communication and negotiation skills are essential, particularly the ability to influence customer behavior constructively.
- Prior experience using collections management software, spreadsheets, and databases will be advantageous.
Core Competencies for the Role
The ideal candidate should demonstrate the following competencies:
- Analytical and Numerical Skills:
Ability to assess customer accounts, payment histories, and financial data to draw meaningful insights. - Written and Verbal Communication:
Proficiency in report writing, email correspondence, and telephone etiquette. - Interpersonal Skills:
Ability to work collaboratively within a team and across departments, while effectively managing client relationships. - Negotiation and Influencing:
Strong aptitude for persuading clients to commit to realistic payment plans and follow through. - Technical Proficiency:
Competency in spreadsheets (such as MS Excel) and data analysis tools used for collections reporting. - Organizational Skills:
Ability to manage high volumes of accounts, follow up diligently, and meet deadlines consistently. - Service Orientation:
Passion for delivering exceptional customer experience even in the context of collections. - Problem-Solving Ability:
Ability to identify challenges and recommend appropriate action without escalating every issue unnecessarily. - Customer Handling Techniques:
Demonstrate empathy, patience, and firmness when dealing with clients experiencing financial distress.
Why Join SBM Bank Kenya?
SBM Bank is a leading financial institution offering a wide range of banking products to individuals and businesses. With a strong emphasis on performance, innovation, and integrity, the Bank nurtures a culture where employees are encouraged to take initiative, share ideas, and grow professionally. As part of the Collections and Recoveries Department, the selected candidate will have a direct impact on the bank’s financial health and customer relationships, making it a critical and rewarding role.
The Bank offers:
- A collaborative and inclusive work environment
- Opportunities for professional growth and skill development
- Exposure to advanced banking systems and credit management processes
- Competitive compensation and benefits in line with industry standards
Application Process
If you are interested in this role and meet the required qualifications and competencies, please send your CV and Cover Letter to [email protected]. Ensure that the subject line of your email clearly indicates “Senior Officer, Collections”. Only shortlisted candidates will be contacted.
Deadline for Applications: July 4, 2025
We encourage all qualified individuals with the right mix of skills and experience to apply and be part of a purpose-driven team at SBM Bank Kenya. Join us and make a lasting contribution to financial empowerment and sustainable banking solutions.
SBM Bank Kenya is an equal opportunity employer.
