Customer Service Officer – Asset Finance

Reports to: Head Asset Finance
Location: Head Office

Responsibilities

CUSTOMER SERVICE AND CUSTOMER RELATIONSHIP MANAGEMENT

• Customer Experience & Service support;
  • Ensure all requests via QDESK are resolved within 24 hrs.
  • Product training to branches and dealers over the phone & emails
  • In charge of customer enquiries across business segments and attending to all our MSME walking clients
  • Issue dealer notifications and communicate to the dealers. Mainly for Corporate Asset finance applications and KB booked applications through CQ.
  • Managing all Asset Finance customer relationships, dealing with issues proactively and reactively
• Administrative Functions;
  • Coordinating all the periodic and scheduled departmental meetings & trainings and issuance of the minutes
  • Sharing e-mail correspondences to the business teams through Asset finance & SME Business Banking email groups
  • Order office stationery and other branded merchandise within 12 hours and ensure optimization within the allocated budget.
  • Receive and dispatch mails within the same day
  • Ensure the office is well maintained, cleaned and fumigated on a monthly basis
  • Address all the Share point requests within 12 hours
  • Facilitating, updating and obtaining authorized signatories for all the insurance companies in the bank’s panel semiannually.

• Audit, Risk & Compliance Standards
  • Ensure all the reconciliation issues are addressed within 24 hours.
  • Ensure Risk & Compliance returns are submitted as demanded.
  • Ensure the department achieves 85% score of the post audit implementation in liaison with the team leader

• Relationship building
  • Building relationships across the business, both internally and externally.
  • Liaising with staff at all levels up to support asset finance business.
  • Maintaining good relationship with motor vehicle dealers.
  • Ensure outstanding issues between the dealer and the bank are quickly resolved.
• Monitoring asset finance motor vehicle tracking & Insurance business;
  • Monitoring Asset finance tracking of motor vehicles through the monthly traceability reports
  • Ensure 100% tracking of our financed motor vehicles
  • Escalation and follow up of any missing motor vehicle
  • Support any insurance business made through the branches and ensure no insurance business is lost
• Asset Finance & IPF Loan book growth
  • Grow AF loan book Driven by ​
    • New units
    • Pre-Owned Units.
• Disbursement of Asset Finance & IPF;
  •  Asset Finance disbursements Kes including IPF (AF & IPF)

 OPERATIONAL MANAGEMENT

1. Administration
   • Monitoring functions to ensure smooth running of day-to-day operations
   • Ensure complaints procedures, queries, escalation dealt with effectively
   • Carry out physical checks of financed assets
2. Reporting
   • Adherence to monthly reporting requirements and deadlines
   • Identifying issues and escalating appropriately
3. Profit center
   • Responsibility and accountability for the unit’s cost center and budget
4. Documentation
   • Work in close cooperation with the Business teams to ensure all necessary documentation is completed and all the procedures have been adhered to prior to AF undertaking/ drawdown.
5. Checks
   • Responsibility for adherence to Policy & Procedures
   • Asset Register maintained and correct
   • Reconciling records with registration documents
   • Undertaking periodic checks to ensure adherence with Policy & Procedures
   • Verification that correct deal procedures are undertaken
   • Responsibility for adherence with IT security procedures
   • Responsibility for giving input to update the AF policy document
   • Participation in AF & IPF projects

6. Arrears and PAR Management
   • Work in close cooperation with Business teams and Risk to ensure that impairments and losses are kept at a minimum
   • Ensure recoveries for own portfolio are done daily and maintain the NPL to below set targets

Qualifications

• A university degree in a Business-related area.
• Experience in Customer service/Relationship Management.
• Experience in Marketing and Sale of Asset Finance.
• A thorough knowledge of SME Products, Other KB products and services, and extensive Banking Industry knowledge.
• Excellent interpersonal and negotiation skills with the ability to network, generate new business and develop strong business relations.
• Strong leadership skills with demonstrated competence in championing high performance management.
• A good understanding of risk, credit policies and procedures.
• Excellent Planning and organizational skills coupled with very strong communication and questioning skills