Reports to: Head Asset Finance
Location: Head Office
Distinctive customer service; Putting our MSME customers at the centre of all we do and promptly resolving customer queries
Own and manage customer queries and complaints by taking ownership and resolving them in a timely manner.
Offer exemplary services to all business partners which include motor vehicle dealers & insurance companies, bank's service providers including Tracking companies and NTSA relationship.
Enhance dealers/ customer satisfaction, loyalty and retention, attract new potential clients and maintain good relations with dealerships, caryards, insurance companies and vehicle tracking companies through the provision of quality customer service and efficient service delivery.
Offer great business support to the entire business segment within the bank
Working in close relationship with the Product Managers and RM's within the department to provide a world class business offering to our customers
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
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
Reporting
Adherence to monthly reporting requirements and deadlines
Identifying issues and escalating appropriately
Profit center
Responsibility and accountability for the unit's cost center and budget
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.
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
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