This video discusses the typical steps followed by Equity Bank Kenya to manage a delinquent loan and describes the recovery process of Biashara Imara product. Equity bank team explains that the process begins with a call to the borrower followed by a visit to his/her residence. If the loan amount is still arrears then the bank issues a soft demand letter which is followed by repossession process. They also outline the need to identify the pressure points for each borrower to ensure recovery, i.e some people are more attached to their families than the business and vice versa.