JOSEPH KISIANG'ANI OTUMA
Nairobi
Summary
Results-driven Collections and Recoveries professional with extensive experience in credit management, debt recovery and financial services. Adept at implementing effective debt collection strategies, negotiating repayment terms and maintaining strong customer relationships while ensuring compliance with relevant collection laws and regulations. Demonstrated excellent problem-solving, communication and organizational skills, with a proven ability to meet and exceed recovery targets. Highly adaptable, self-motivated and detail-oriented, with strong business acumen and the ability to work in dynamic, fast-paced environments. A team player with hands-on leadership, relationship-building expertise and a commitment to delivering outstanding customer service and operational excellence.
Overview
7
7
years of professional experience
Work History
Recovery Agent
Absa Bank Limited
01.2024 - Current
- As the first point of contact wherever possible, referring to all customer complaints to the customer service team for logging on to BOC., resolving and closing the complaint and escalating to the team leader to support in resolving.
- Using the appropriate collection scripts and other tools available to verify client identity and negotiate with customers to get PTPs or negotiate the repayment terms which will achieve the best outcome for both the bank and the customer.
- Adopting collections targets monthly in line with portfolio and product targets as communicated by the MI team and ensuring customer obsession is achieved and the retention of the customer by remaining professional throughout.
- Monitoring all accounts allocated daily and taking appropriate action to ensure that the portfolio of accounts stay within agreed limits through the application of sound credit judgement within pre-determined broad policy guidelines.
- Collecting or recovering the allocated group of loan and credit card accounts within the Bank, with the objective of adopting given strategies and negotiating with the customer to bring any out of order accounts back to order.
Field Agent
Fourth (4th) Generation Capital Limited
06.2022 - 12.2023
- Ensured allocated accounts are monitored daily and appropriate actions were taken to ensure that the collection portfolio remains within accepted limits through the application of sound credit judgment within policy guidelines.
- Collected from clients defaulted accounts within the field collections officers' vintage and market cleanups in designated markets by performing field visits and submitting reports/action plans to recover debt.
- Contacted defaulting customers either by calling or visiting them with the aim of negotiating a settlement of the arrears and flagged BFCs to be forwarded to the EDC for action.
- Ensured all work queues are acted upon, achieved the monthly collection targets and reported market intel and clients' interactions in the systems.
- Assisted the host branch to collect accounts above/below field collections agent vintage, planned and organized field collection drives across all branches.
- Worked closely with the units on their bad debt portfolio, participated in collection drives and making reports on individual and drive collections.
- Conducted field visit assessment before visiting the market areas and managed relationships with local authorities and security officers.
- Investigated and resolved any customer queries and complaints through verbal or written correspondence in line with 4G policies.
- Identified and escalated deceased or disabled customers to collections management for review or collection termination.
Debt Recovery Officer
Kimisitu Sacco Limited
10.2021 - 05.2022
- Ensured smooth liaison with service providers i.e lawyers, external debt collectors & auctioneers as per their SLAs to facilitate execution of their mandates.
- Analyzed bad debts based on aging, took appropriate actions to collect all arrears from defaulting members and aggressively followed up on defaulted loans and undertook field visits where necessary for recovery activities.
- Recovered all loans in arrears and timely reporting of variations of members' deposits and/or loan repayments.
- Timely and effectively analyzed loan underpayment and contacted the clients to agree on a payment plan, sent reminders before agreed due dates, handled customer complaints, answered queries and offered advice to the clients through call follow ups and SMS.
- Maintained proper Debt Recovery documentation. Ensured timely issue of relevant notices to customers that form the debt recovery process, ensured that all 90+ days past due files are properly maintained and have up to date file notes and ensure data integrity for all 90+ days past due is maintained.
- Made recommendations to management, when appropriate, for stronger collection actions including repossession of security and informing them of the trends in loan disbursements that contribute to delinquency.
- Maintained detailed and updated reports on accounts collected, records of outstanding balances, drive repayment behavior, follow up with clients about repayment plans, indicating the risk portfolio and advising clients accordingly.
- Ensured compliance with the SACCO's policies, procedures and regulatory requirements set for loan recoveries and collections and submitted all loan recovery reports on all loan categories including loan classification movements.
- Monitored, collected and managed problem account portfolio within all customer segments and returned the accounts to performing status, reduced slippage into NPL and/or recovered entire outstanding accounts.
- Prepared defaulters list for onward forwarding to CRB and external debt collectors and ensured all demand letters are duly and timely issued, and clients were informed of the steps to be taken.
- Conducted detailed negotiations with customers, obtain commitment to implement appropriate strategies and actions to cure accounts as well as collect overdue payments.
- Managed customer relationships where turn around strategies has been activated to ensure cure of accounts as well as manage the Banks credit risk exposure.
- Proactively managed relationships with key stakeholders, internal and external including service providers, potential off takers of assets held as collateral, etc.
- Collaborated with the credit and recovery team in enhancing the PAR to below 5% and ensuring our customers receive effective and efficient services.
- Ensured prompt recoveries of all loans under the assigned portfolio and all legal processes are followed in line with the recovery and sale of assets.
- Reviewed arrears, monitored progress of existing loans, assessed clients' financial status on repayments, and ensuring achievement of set targets.
- Referred unresolved cases to the Credit Manager, prepared weekly reports on collections received, follow ups done and commitment dates agreed on.
- Liaised with Credit Manager to analyze the portfolio data using excel functions to maintain loan schedule and perform PAR analysis on a weekly basis.
Collections & Recovery Officer
LipaLater Limited
01.2018 - 09.2021
- Contacted debtors by telephone, email, SMS and demand notices regarding collection and recovery of outstanding accounts and performed skip tracing for those customers who had proved to be noncommittal to obtain payment plans.
- Negotiated repayment with debtors by form of payment in full, settlements and/or payment arrangements and followed up on PTPs and payment commitment accounts to ensure a positive resolution and client satisfaction.
- Updated records daily on repayments made, PTPs made, and demand notices sent notices for debtors who didn't pay, and accounts recommended for repossession based on the responses received and the debt collection policy.
- Organized calling list according to the severity of delinquency-the severity of delinquency here will be determined by the loan amount; installment amount for short term loans (3 months and below) and client repayment history.
- Negotiated for most agreeable promises to pay from debtors - most agreeable are those to pay within 7 days of the installment falling due for arrears and within seven days after calling for older defaulters.
- Called debtors before due dates to remind them to make repayments and negotiated for clearance of arrears/default with clients, received and recorded all promises to pay.
Education
Bachelors of Science - Economics & Statistics
Chuka University
01.2017
Kenya Certificate of Secondary Education - KCSE-Attained B
St. Patrick Bukhakunga Secondary School
01.2012
Kenya Certificate of Primary Education - KCPE- Attained 356 marks
Lukume Primary School
01.2008
Skills
- Microsoft Office Suite
- Microsoft NAV
- CRM
- SPSS
- Google Suite
- ERP systems
- Office 365
- Customer service
- Analytical skills
- Reporting skills
- Organizational skills
- Relationship management skills
- Sales and marketing skills
- Development effectiveness
- Operational effectiveness
- Best practice in microfinance
- Banking skills
- Group lending
- Micro-banking
- SME skills
- Report writing skills
- Quality loan portfolio management
- Loan appraisal skills
Languages
Proficient in English
Proficient in Swahili
Erp Technical Skills
- Microsoft Office Suite
- Microsoft NAV
- CRM
- SPSS
- Google Suite
- ERP systems
- Office 365
Personal Information
Title: Collection & Recoveries Professional
Hobbies and Interests
- Socio-economic and lifestyle writing
- Organic farming
- Reading journals, novels and magazines
- Travel adventures
Software
CRM, FCR, BOC and other bank systems
Interests
Helping those jobseekers get connected
Timeline
Recovery Agent
Absa Bank Limited
01.2024 - Current
Field Agent
Fourth (4th) Generation Capital Limited
06.2022 - 12.2023
Debt Recovery Officer
Kimisitu Sacco Limited
10.2021 - 05.2022
Collections & Recovery Officer
LipaLater Limited
01.2018 - 09.2021
Bachelors of Science - Economics & Statistics
Chuka University
Kenya Certificate of Secondary Education - KCSE-Attained B
St. Patrick Bukhakunga Secondary School
Kenya Certificate of Primary Education - KCPE- Attained 356 marks
Lukume Primary School
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