Role Summary:

The incumbent will be primarily responsible for taking prompt action on overdue SME facilities by initiating verbal/ written contact with delinquent borrowers with a target to progressively reducing overdue balances.

Role Description:

• To comply with approved SME collections strategy and SME policy to achieve/ exceed assigned targets.

• Ensure the shortest turnaround for collecting overdue amounts in order to have a progressive reduction in the overdue amounts for the buckets allocated.

• Proactive steps to collect the overdue amounts for the lower-end buckets (representing one or two installments overdue), on timely basis in conjunction with the Relationship Managers  to prevent the amounts from moving to the higher-end buckets.

• Ensure the delinquency Account to never exceed 5% of the lending portfolio for all SME Banking products

• Ensure recovery of 50% from the total provisioned portfolio

• Make prompt contact with delinquent customers at an early stage to prevent accumulation of overdue balances by using the suitable scripts based on  arrears days and ensure customer is being handled fully and reduce the chances of referring them to your superior.

• Attend to customer enquiries relating to loan defaults and keeping complaints to the minimum.

• Advise the  Head of Sales and Relationship Management about potential problematic cases/ slow paying accounts with supportive documents of all activities done

• Advise the Head of Sales and Relationship Management about the following cases along with customers documents and supportive documents of all activities done:

  • Escaped

  • Deceased

  • Uncommitted to pay

  • Repossess and sell collaterals

  • Fraud cases

• Support Head of Sales & Relationship Management in liaising with the personnel from the external debt collection agencies, if requested.

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  Generate a report for delinquent customers showing details of their accounts and prior to contacting the customer, to fix internal issues, if any caused the delinquency.

• Ensure policies/ procedures and related processes pertaining to the SME collections strategy and SME policy  are in place which includes guidelines for initiating contact with the delinquent customers (verbal/ written reminders)

• Ensure the performance and work progress is complying within the given collection strategies and procedure.

• Provide a daily activity report to the Head of Sales and Relationship Management showing number of contacts, hapless cases, successful contacts, successful recoveries

• Attend meetings with Relationship Managers and if required with Head of Sales and Relationship Management as per SME collections strategy and SME policy Suggest process improvement and implementation

Qualifications

• University degree with a minimum of 5 years of relevant experience with concentration in Corporate/SME banking

• Good knowledge of Corporate/SME banking credit and collection policies/ procedures.