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About Tatua Center
Tatua Center is an Alternative Dispute Resolution (ADR) Center established in November 2014 to resolve all CRB-related disputes between consumers, lenders, and CRBs. Until 2020, the Center operated as a department within CIS Kenya and its services were only available to members and their customers at no cost. Tatua executed this mandate with significant success resolving an average of 200 disputes per year, some having been filed in court. Given its extensive experience and persistent demand from the industry, the Center was registered as an independent legal entity in 2021. It expanded the scope of its services to include the resolution of all credit-related disputes and training that is based on real and practical issues that it has observed over time. These experiences will be shared in this training, in the form of real case studies. This training is offered in partnership with CIS Kenya and TalentRecruit to ensure that participants derive maximum value.
Overview
Bank loan defaults have, for the first time, crossed the half trillion-shilling mark. According to the Central Bank of Kenya (CBK), default loans rose by KES 30.6 billion in June 2022 to KES 514.4 billion, the sharpest monthly increase. The mounting defaults are a reflection of the struggles of workers and businesses in an economy that is yet to fully recover from the COVID-19 pandemic. The skills applied by staff charged with following up on defaulting borrowers are a key factor in determining success in debt collection.
Who should attend?
This two-day workshop is intended for management and officers of the Credit, Legal, Debt Collection, Credit Administration, Remedial, and Customer Service departments. These skills are also extremely necessary in the value chain and supply departments.
Workshop Objectives
The two-day workshop will assist participants in the following;
1) Improving essential communication skills and decision-making abilities
2) Identifying barriers to effective communication and how to overcome them
3) Learning the fundamentals of conflict resolution and negotiation, including interest-based, mutual gains negotiation
4) Identifying positive gestures in negotiations and hearing the unspoken
5) Developing a negotiation strategy and managing conflict
6) Exploring conflict resolution from the perspective of the mediator
7) Resolving conflicts from a point of neutrality
8) Identifying hidden interests in a dispute
Workshop Outcomes
By the end of the workshop, participants will;
1) Apply more effective communication in debt collection
2) Respond better to conflict situations
3) Exercise broader approaches to negotiations
4) Apply steps that are critical to successful mediation and conflict resolution
Training Cost
Training cost and materials KES 30,000 PP for 2 days (Tax inclusive)
Speakers
Jared is the founder and CEO of CIS Kenya. He is also a lead mediator at Tatua Center. He is a Certified Professional Mediator from Mediation Training Institute International. Jared has a vast experience in the Banking sector having worked as a Bank Supervisor and Head of Policy at the Central Bank of Kenya, Bank Statutory Manager/Liquidation Agent at KDIC, and Financial Sector Specialist at World Bank and National Treasury.
Hannah is the Registrar and the lead mediator at Tatua Center. She has experience and competence in Alternative Dispute Resolution (ADR) having handled a myriad of workplace, industrial, family, and commercial disputes in her work and personal experience. She has had a successful career in the Banking sector including extensive experience with organizations facing debt stress for over 10 years.
Lemuel
Mangla
Head of Policy & Compliance at CIS Kenya
Lemuel is a professional in the finance and credit sector with over ten years of hands-on experience. He is adept at leveraging data, technology, financial and interpersonal skills to provide demand-led solutions. Equally, He has a good understanding of credit markets having worked for Unaitas SACCO Society Ltd as a Credit Risk & Recovery Officer. He was instrumental in the development and implementation of digital credit products at Unaitas. He has also been a valuable team player in initiatives such as the transition of the Kenyan market to daily credit reporting under the Kenya Credit Information Sharing Strengthening project supported by the World Bank Group.
In addition, He conceptualized and implemented the CIS Learning Centre, an online learning portal that seeks to build the capacity of credit providers on credit information sharing and related areas such as data and technology. He is a member of the Institute of Certified Public Accountants of Kenya (ICPAK).
Benard
Moseti
Associate Director of Training at Talent Recruit Limited
Benard is an Associate Director of Training at TalentRecruit Ltd with experience in Contact Centre Management, Business Development, Customer Experience, Project Management, Sales and Business Operations, and profound expertise in managing contact centers, complex projects, resource mobilization, logistical planning, customer experience relationship management. He possesses over 15 years of solid career experience in reorganizing, streamlining, monitoring, evaluating, and strengthening existing and new operations. He holds a Master of Business Administration from Kenyatta University.
Dr. Peris
Njoki Mburu
Associate Training Consultant at Talent Recruit Limited
Benard is an Associate Director, Training, at TalentRecruit and has experience in Contact Centre Management, Business Development, Customer Experience, Project Management, Sales and Business Operations. He has profound expertise in managing contact centers, complex projects, resource mobilization, logistical planning and customer experience relationship management. He possesses over 15 years’ solid experience in reorganizing, streamlining, monitoring, evaluating and strengthening existing and new operations. He holds a Master degree in Business Administration from Kenyatta University.
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