Duties & Responsibilities

• Maintain customer service excellence at the branch level.
• Banking hall and call management.
• Custodian of tools of trades and stationaries.
• Branch operational risk management
• Manage customer onboarding process.
• Cash and float management.
• Ensure security procedures are adhered to and monitor general physical security of the branch.
• People Management.
• Review and action on reports according to laid-down instructions
• Submission of periodic reconciliation reports.
• Cross-sell and up-sell the bank products.
• Grow transactional income at the branch.
• Any other official duty assigned from time to time.

Key Competencies, Skills, Qualifications and Experience

1. Bachelors’ degree in business related field.
2. 5-6 years Working experience in Service Delivery and in a supervisory role
3. Interpersonal skills
4. Organization skills
5. Confidentiality
6. Integrity
7. Analytical skills.
8. Proficiency in MS Office
9. Product Knowledge
10. People Management skills.

Duties & Responsibilities

1. Providing legal support to the debt recovery through timely collation of required court documents.
2. Provide cost effective and timely legal advisory services and support to the debt recovery function of the Bank in order to foster effective management of Litigation risk in the recovery of Non-Performing loans
3. Formulate and oversee the implementation of Legal action for non-performing loans to support recovery
4. Ensure proper representation of the bank to ensure timely conclusion of all debt recovery matters.
5. Pursue Alternative Dispute Resolution on litigation matters where the same is feasible
6. Review of pleadings and other documents to be filed in court in support of the debt recovery matters and advise the relevant owners to execute the same (as applicable)
7. Advising the Debt Recovery Unit on debt recovery matters to be pursued under the Small Claims Court and pursuing successful conclusion of the same.
8. Interpretation of legal texts for the Bank and assist bank units in interpreting and applying statutes, rules and regulations to ensure compliance by the Bank.
9. Researching and rendering legal opinion and provide timely legal advice to the bank units on their enquiry and conduct legal awareness and training.
10. Supporting the issuance of statutory notices following receipt of complete set of documents from the Recoveries team.
11. Maintaining and monitoring a live report for all debt recovery litigation matters and sharing the same weekly to the Head of Special Assets and Debt Recovery Unit and Debt Recovery Unit at large.
12. Addressing queries from the branch network in respect to ongoing debt recovery matters being handled by external Advocates on behalf of the bank.
13. Receiving court orders served on the bank, give legal guidance and liaise with relevant units in compliance with the same.
14. Negotiating legal fees of external Advocates and ensuring payment of the same.
15. Providing logistical support to Head of Legal and the Legal Manager on assignments assigned to the officer.
16. Periodically review due diligence checklists and procedures and oversee the conduct of legal due diligence and compliance with regulatory requirements application to recovery action.
17. Oversee the safe custody of relevant litigation and recovery correspondences/files and ensure safe custody thereof.
18. Any other official duty assigned from time to time

Key Competencies, Skills, Qualifications and Experience

1. At least 5 years’ experience in litigation, debt recovery in a busy law firm
2. Work experience in the banking industry will be an added advantage
3. Bachelors (LLB) degree in Law from a recognized University.
4. Post-graduate diploma in Law
5. Be an advocate of the High Court of Kenya with a current practicing certificate and in good standing
6. Commissioner of Oaths
7. Experience in management of debt collection agencies and legal services
8. Experience in management of NPA and recovery of written off facilities.
9. Experience in negotiation and other methods of alternative dispute resolution.
10. Specific experience in Microsoft Office (Word, Excel, PowerPoint, Teams).

Job Description

Relationship Management

• Welcome customers  and give warm transfers to relevant departments
• Attend to customers’ general queries.
• Actively source feedback from clients using various sources and compile reports from external surveys conducted.
• To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty.

Complaints Management

• Receive customer complaints and document the complains without fail.
• Follow up on complaints to ensure they are resolved in time.
• Communicate feedback to the client.
• Help identify service gaps and suggest/ help put in place necessary corrective measures.
• Ensure that all issues related to Customer Experience are assigned and closed on the Service Help desk in line with ensuring that established standards and Key Performance Indicators are applied and adhered to.

ATM Card & PIN Processing

• Process of application forms promptly.
• Inputting the client information on the system.
• Dispatch of ATM cards and PINS.
• Processing of card replacements.

Issuance of Statements.

• Prompt issuance of clients’ statements on request.
• Provide details of Customer balances as requested
• Charging the relevant fees to clients’ accounts
• Issue quarterly statements.

Cash Services

• Accurately and efficiently make cash payments in a way that maximizes customer satisfaction, meeting daily transaction targets
• Balance currency, coins, and cheques in cash drawers and calculate daily transactions
• Cash cheques and payout money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
• Receive cheques and cash for deposit, verify amounts and authenticity of currency, and check the accuracy of deposit slips. Examine cheques for endorsements and verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
• Post customers’ transactions to record transactions and issue duly stamped receipts for the same and ensure daily balancing
• Arrange monies received in cash boxes and coin dispensers according to denomination.
• Preparing cash for repatriation
• Batching together all entries and filing them.
• Ensuring at close of the day the cash tallies to the system balances.

Account Opening

• Conduct Know Your Customer processes as per policy
• Input customer data into the system
• File documents promptly
• Facilitate account search application.

Qualifications and Experience Required

• Minimum Diploma in banking or other related field.
• CPA or AKIB qualification will be an added advantage.
• Experience in the banking environment is an added advantage.
• Minimum of 1 year experience in customer service and/or related field. Able to apply financial knowledge and skills.
• Good MS Office product skills with a bias in Excel, Word & PowerPoint.
• Strong people management skills and experience, including change management.
• Excellent verbal and written communication skills, including to senior stakeholders, external partners and customers.
• Attention to detail & accuracy.
• Ability to remain calm under pressure and find a solution in a complex and demanding environment.