Remedial Officer ELR RMD 001

 Key Responsibilities

A. Portfolio Management & Recovery Strategy

• Manage an assigned portfolio of NPL accounts and implement effective recovery strategies.
• Conduct detailed analysis of delinquent accounts to determine root causes of default.
• Develop individualized remediation plans, including restructuring, rescheduling, or negotiated settlements.
• Prioritize high‑risk and high-value accounts for accelerated action.

B. Customer Engagement & Negotiation

• Engage customers through visits, calls, and written communication to agree on repayment solutions.
• Negotiate realistic repayment terms, settlement arrangements, or restructuring plans.
• Monitor adherence to agreed repayment plans and escalate where necessary.

C. Collateral Management & Realization

• Liaise with valuers, legal firms, and auctioneers on collateral enforcement and realization.
• Ensure proper documentation and compliance during collateral recovery processes.
• Monitor the status of pledged securities and ensure timely updates.

D. Legal Coordination

• Work closely with Legal to initiate litigation, recovery suits, or enforcement proceedings.
• Provide case files, customer history, and documentation required for legal action.
• Track progress of active legal cases and follow up on court orders or judgments.

E. Reporting & Documentation

• Prepare periodic reports on recovery progress, challenges, and recommended actions.
• Maintain an accurate and up‑to‑date NPL account register.
• Document all customer interactions, decisions, and actions taken on each account.
• Provide data and support for regulatory, audit, and management reports.

F. Compliance & Risk Governance

• Ensure compliance with regulatory requirements for NPL classification, provisioning, and recovery.
• Adhere to internal credit policies, recovery procedures, and audit guidelines.
• Ensure early escalation of accounts that show signs of further deterioration.

G. Stakeholder Collaboration

• Work closely with Business/Relationship Managers for information gathering and recovery support.
• Coordinate with Credit Risk, Credit Administration, Legal, and other departments as needed.
• Provide feedback to the Head of Remedial Management on emerging trends and risks within the NPL portfolio.

Key Performance Indicators (KPIs)

• Reduction in NPL portfolio value and number.
• Amount recovered versus assigned portfolio.
• Timeliness and accuracy of reports and documentation.
• Effectiveness of restructuring and settlement arrangements.
• Compliance with regulatory and internal standards.
• Quality of customer engagement and resolution strategies.
• Timely escalation of complex accounts.

 Required Knowledge, Skills & Experience

Education & Experience

• Bachelor’s degree in Banking, Finance, Economics, Accounting, Business Administration, or related field.
• 3–5 years experience in credit risk, recovery, collections, remedial management, or banking operations.
• Experience in managing corporate or SME NPLs is an added advantage.

Technical Skills

• Strong understanding of credit processes, loan structures, and NPL resolution techniques.
• Good knowledge of legal recovery processes, collateral realization, and financial analysis.
• Ability to negotiate effectively with delinquent customers.
• Proficiency in MS Office, especially Excel and reporting tools.
• Familiarity with regulatory guidelines for NPL classification and provisioning.

Behavioral Competencies

• Strong analytical and problem-solving skills.
• High resilience, persistence, and ability to handle difficult customers.
• Excellent communication and negotiation skills.
• Integrity, professionalism, and sound judgment.
• Ability to work under pressure and meet targets.

 Working Relationships

Internal:

• Remedial/Recovery Team
• Relationship Managers / Business Units
• Legal Department
• Credit Risk Management
• Credit Administration
• Finance & MIS
• Internal Audit & Compliance

External:

• Customers
• External legal firms
• Auctioneers and valuers
• Regulators (as required)
• External auditors

Job Context

The Remedial Account Officer operates in a high‑pressure, compliance‑driven environment that requires strong judgment, negotiation skills, and deep understanding of credit risk. The role contributes directly to the bank’s profitability and risk management by reducing NPLs, maximizing recoveries, and ensuring effective remediation of distressed accounts.