Supervisor, Credit Collections

Job Title: Collections Officer – Credit Collections

Job Purpose

Reporting to the Manager – Credit Collections, the Collections Officer is responsible for handling a specific portfolio of delinquent facilities (1–90 days past due) within the Corporate, Retail, and SME segments of the Bank. The role requires implementing and adopting appropriate collection strategies within policy guidelines and regulatory requirements to minimize credit losses and ensure the profitability of the term loans portfolio, in line with SBM Bank’s business objectives.

Key Responsibilities

Operational – 55%

• Conduct daily monitoring of the allocated portfolio of delinquent term loans and overdrafts (1–90 DPD) to determine reasons for delinquency. Apply sound credit judgment, collection strategy, and processes within pre‑determined broad policy guidelines and regulations to minimize credit losses.
• Guide the Bank’s policy by providing data on main reasons for account default and exposure per default reason, as indicated in the process summary document.
• Using existing collections reports and systems, follow up with clients in your portfolio to recover arrears.
• Undertake timely collection actions through effective communication and negotiate with customers on past‑due facilities. Ensure that subsequent actions on the facilities, if required, are not unduly delayed.
• Quickly identify and escalate collection exceptions on your portfolio to the reporting line for approval or consideration of alternative recovery actions.
• Liaise constantly with the business network to implement appropriate measures on the allocated collection portfolio and offer alternative solutions to customers.
• Agree on individual performance objectives and measures with your line manager.
• Efficiently maintain an accurate diary of collection actions taken on your portfolio with timely follow‑up on due actions.
• Ensure all actions taken are uploaded onto the Debt Collection & Collateral Management System (DCCM).

Relationship Management – 25%

• Respond to customer complaints and queries, and escalate unresolved cases for collections management review and advice.
• Work with service providers and all stakeholders to ensure compliance and portfolio profitability.
• Apply world‑class customer service standards at all times when handling customer issues, walk‑in customers, and customer correspondence on recovery‑related matters.

Compliance – 20%

While the role holder is expected to apply reasonable judgment to maximize value for the Bank at all times, commitment to the following guidelines is non‑negotiable:

• Compliance with SBM Bank’s Loss Recognition and Forbearance Policies.
• Compliance with the Central Bank’s Prudential Guidelines and Risk Management Guidelines.
• Compliance with the Consumer Protection Act and Data Protection Act.
• Compliance with SBM Bank’s customer service standards, values, and habits.

Reporting To

Manager – Credit Collections

Direct Reports to this Position

None

Key Customers of this Position

All Departments in the Bank

Qualifications and Experience

• University degree in a business‑related field from a recognized institution.
• Minimum of 1 year of experience in a debt recovery function.

Core Competencies

• Excellent communication and negotiation skills.
• Analytical and numerical skills.
• Strong inter‑personal skills.
• Effective negotiation and influencing skills.
• Proficiency in spreadsheets and database tools.
• Planning and personal organization.
• Operational excellence.
• Service excellence.
• Problem‑solving skills.
• Customer handling techniques.