JOB SUMMARY

Working closely with the Assistant Manager Collections, the job holder will ensure that ALL digital loans approved and disbursed are fully repaid as stipulated in the terms and conditions to prevent loss to the institution due to prompt non-repayment and support Bank to minimize risks. He/she will have specific emphasis on Collection of 1-30 DPD loans with the main aim of ensuring minimal provisions and lowest graduation to NPL.

KEY TASKS AND RESPONSIBILITIES ​

KEY MEASURABLE GOALS

• Number of customer contacts made per day.
• Promise-to-pay conversion rate and Promise-kept rate.
• Reduction of accounts progressing into higher delinquency buckets.
• Accuracy and completeness of account records.
• Compliance with collection procedures and quality standards.

KEY RESPONSIBILITIES

• Contact customers with overdue loan repayments through phone calls, SMS, email, and other approved communication channels.
• Supporting coordination with EDC partners on Digi Loan recovery activities.
• Timely updates of loan balances for the portfolio under EDC.
• Preparing daily, weekly, and monthly Digi Loan collections reports.
• Monitoring and tracking DPD 1–6 accounts for early intervention in terms of SMS, Calls and emails.
• Identifying anomalies in the Digi Loan portfolio before the accounts are due for outsource.
• Updating collection performance trackers and dashboards.
• Assisting in reconciliation of recovery data between internal systems and outsourced agents.
• Supporting ad hoc analysis on Digi Loan portfolio performance trends.

SKILLS, KNOWLEDGE & COMPETENCIES

• Strong communication and interpersonal skills.
• Good negotiation and persuasion abilities.
• Customer service orientation.
• Attention to detail and accuracy.
• Ability to maintain confidentiality and professionalism.
• Basic analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to work under pressure and meet performance targets.
• Good report-writing and record-management skills.
• High integrity and ethical standards.

QUALIFICATIONS & EXPERIENCE

• Business Degree.
• Proficiency in computer applications.

WHAT THE INTERN WILL GAIN

• Hands-on experience in retail banking collections and credit risk management.
• Exposure to loan portfolio monitoring and arrears management processes.
• Training in customer engagement, negotiation, and debt recovery techniques.
• Understanding of banking regulations and collections compliance requirements in Kenya.
• Opportunity to develop analytical, communication, and stakeholder management skills.