The Co-operative Bank of Kenya Limited is incorporated in Kenya under the Company Act and is also licensed to do the business of banking under the Banking Act. The Bank was initially registered under the Co-operative Societies Act at the point of founding in 1965. This status was retained up to and until June 27th 2008 when the Banks Special General Meeting resolved to incorporate under the Companies Act with a view to complying with the requirements for listing on the Nairobi Securities Exchange (NSE). The Bank went public and was listed on December 22nd 2008. Shares previously held by the 3,805 Co-operative Societies and unions were ring-fenced under CoopHoldings Co-operative Society Limited which became the strategic investor in the Bank with a 64.56% stake. The Bank runs three subsidiary companies, namely: Kingdom Securities Limited: This is a stockbroking firm with the bank holding a controlling 60% stake. Co-opTrust Investment Services Limited: This is the fund management subsidiary wholly-owned by the bank. Co-op Consultancy & Insurance Agency Limited (CCIA): This is the corporate finance, financial advisory and capacity-building subsidiary wholly-owned by the bank. Our Vision To be the dominant bank in Kenya and the region, riding on the unique Co-operative Model providing innovative financial solutions for distinctive customer experience. Our Mission To offer a wide range of innovative financial solutions leveraging on our heavy investment in multi-channels, national and regional presence and with a focus on excellent customer experience by a highly motivated and talented team. Our Values We are Trustworthy We are Innovative and Agile We Value our Customers/People We Share and Collaborate We have Passion for Excellence We are Bold and courageous. The Role Specifically, the successful jobholder will be required to: Conduct outbound calls to customers with overdue facilities and to secure payment commitments and follow up to ensure fulfilment. Engage customers professionally using approved collection scripts and guidelines, and maintain regular contact with customers within the assigned portfolio. Manage allocated accounts within the assigned arrears portfolio and ensure containment of accounts within early arrears buckets. Prioritize customers requiring immediate intervention to prevent deterioration. Escalate complex or high-risk cases to the Team Leader for further action. Promote enrolment of customers onto Settlement Instructions and other approved solutions. Educate and support initiatives aimed at improving repayment behaviour and available repayment options. Identify and report signs of customer distress, such as reduced business activity, cash flow challenges, business closure or relocation, diversion of business proceeds, and repeated broken payment commitments. Maintain accurate and timely updates in E-Collect and other designated systems. Record all customer engagements, commitments, and outcomes. Support campaigns and initiatives aimed at improving portfolio quality. Escalate matters requiring field visits, restructuring, legal action, or other remedial interventions. Skills, Competencies and Experience The successful candidate will be required to have the following skills and competencies: Bachelor’s Degree in Business Administration, Finance, Banking, Economics, Accounting, Marketing, or a related field from a recognized institution. At least one (1) year experience in tele-collections, debt collections, or a related field. Experience in financial services or debt collection will be an added advantage. Experience in customer engagement and negotiation skills, knowledge of lending and collection processes. Report writing, documentation skills, computer literacy and proficiency in Microsoft Office applications.