Job Description
The Co-operative Bank of Kenya Limited is seeking a proactive, customer-focused, and results-driven Tele-Collector – MSME Collections to join its Retail Banking Business Division. This position presents an exciting opportunity for an ambitious professional who enjoys engaging customers, resolving financial challenges, and contributing to the growth of a high-performing collections function. The successful candidate will play an important role in supporting Micro, Small and Medium Enterprise (MSME) customers by encouraging timely repayments while preserving strong customer relationships and maintaining the highest standards of professionalism and ethical conduct.
Working within the Tele Collections team and reporting to the Team Leader – Tele Collections, the successful candidate will manage a designated portfolio of customers with accounts in the early stages of arrears. The role focuses on proactive customer engagement through structured outbound calls, identifying suitable repayment solutions, negotiating realistic payment commitments, and following up consistently to ensure agreed obligations are honoured. Through effective communication and sound judgment, the role holder will help minimize delinquency, improve portfolio quality, and reduce migration into advanced recovery stages.
This position requires an individual who combines excellent communication skills with strong analytical ability and a genuine commitment to delivering exceptional customer service. Every interaction should demonstrate empathy, professionalism, confidentiality, and respect while balancing customer needs with the Bank's credit risk management objectives. The ideal candidate should be capable of understanding customer financial situations, identifying warning indicators of repayment difficulties, and recommending appropriate escalation where necessary.
The successful candidate will also maintain accurate records of all customer interactions, payment promises, account updates, and collection outcomes using the Bank's approved digital systems. Attention to detail, excellent documentation practices, and adherence to internal policies will be essential for maintaining data integrity and supporting informed decision-making across the collections function.
The Bank values innovation, accountability, integrity, collaboration, and continuous improvement. Employees are encouraged to contribute ideas that strengthen operational efficiency, enhance customer experience, and improve overall collections performance. This opportunity offers exposure to modern credit management practices, structured career development, ongoing professional learning, and the chance to work alongside experienced banking professionals within one of Kenya's leading financial institutions.
If you possess strong negotiation skills, enjoy working in a target-oriented environment, thrive under performance expectations, and are passionate about helping customers find practical repayment solutions while safeguarding the Bank's asset quality, this career opportunity offers an excellent platform for professional growth and long-term success.
Key Responsibilities
- Proactively contact customers with overdue MSME credit facilities through structured outbound telephone calls while maintaining professionalism throughout every interaction.
- Build positive customer relationships by communicating respectfully, professionally, and confidently during all collection activities.
- Secure realistic payment commitments and consistently follow up to ensure customers honour agreed repayment arrangements.
- Manage an assigned portfolio of early arrears accounts while maintaining acceptable collection performance indicators.
- Monitor customer repayment behaviour and identify accounts requiring immediate intervention before delinquency worsens.
- Negotiate practical repayment arrangements that align with approved Bank policies and customer financial circumstances.
- Promote a culture of responsible borrowing by educating customers on the importance of timely loan repayments.
- Encourage customers to utilize approved repayment channels and automated payment solutions whenever applicable.
- Record every customer interaction accurately within designated collection management systems.
- Update customer information promptly to ensure portfolio records remain complete, accurate, and current.
- Maintain detailed documentation of payment promises, negotiations, follow-up schedules, and account status changes.
- Identify warning signs including declining business performance, cash flow constraints, business closure, relocation, or repeated default behaviour.
- Escalate complex collection cases requiring field recovery, restructuring, legal review, or specialized intervention to the appropriate authority.
- Collaborate closely with supervisors and colleagues to achieve departmental recovery targets.
- Maintain confidentiality of customer financial information in accordance with banking regulations and internal policies.
- Apply approved collection strategies consistently while adhering to ethical debt collection standards.
- Resolve customer concerns professionally and provide accurate information regarding repayment options available.
- Support departmental collection campaigns aimed at improving portfolio quality and minimizing non-performing loans.
- Prepare accurate collection reports whenever requested by supervisors.
- Monitor assigned performance indicators and continuously improve productivity levels.
- Demonstrate resilience when handling difficult customer conversations while maintaining courtesy and professionalism.
- Ensure compliance with all regulatory requirements governing customer communication and collections.
- Participate actively in departmental meetings, coaching sessions, and performance improvement initiatives.
- Maintain high standards of integrity, accountability, and transparency throughout all collection activities.
- Recommend process improvements that enhance customer experience and operational efficiency.
- Support cross-functional collaboration with relationship managers, branch teams, and credit departments where necessary.
- Meet established daily, weekly, and monthly collection targets.
- Remain informed about internal policies, products, procedures, and credit management guidelines.
- Contribute positively to a performance-driven team culture focused on service excellence.
- Perform additional responsibilities reasonably assigned by management in support of departmental objectives.
Qualifications & Requirements
- Bachelor's Degree in Business Administration.
- Bachelor's Degree in Finance.
- Bachelor's Degree in Banking.
- Bachelor's Degree in Economics.
- Bachelor's Degree in Accounting.
- Bachelor's Degree in Marketing.
- Bachelor's Degree in Commerce.
- Bachelor's Degree in any related business discipline from a recognized institution.
How to Apply
Interested candidates who meet the above requirements are invited to submit a comprehensive application including an updated Curriculum Vitae detailing academic qualifications, professional experience, and relevant achievements. Applications should be emailed to [jobs@co-opbank.co.ke](mailto:jobs@co-opbank.co.ke) with the subject line: MSME – TC/RBBD/2026 – Tele-Collector – MSME Collections Applications must be received on or before 15th July 2026. Only shortlisted candidates will be contacted for the next stage of the recruitment process. The Co-operative Bank of Kenya Limited is an equal opportunity employer committed to diversity, inclusion, integrity, professionalism, and merit-based recruitment.
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