• Job Description

  Req#: R-15972047

  Empowering Africa’s tomorrow, together…one story at a time.

  With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

  My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

  Job Summary

  Manage customer debt for all products (all products, e.g., secured/unsecured loans/cards, etc.) through effective and efficient collections and recoveries activities (tele-calling/SMS/letters/ digital means) and strategies in order to reduce impairment. This will involve negotiating repayment with customers and bring the maximum promise to pay, settlement arrangement, agree on repayment plan, restructure and rehabilitation of account. Arrangements may also be on off balance sheet items where cases have been written off. The role may also involve face to face meeting with clients and referring cases for litigation.

  Job Description

  Operational Management

  • Negotiate payment arrangements to maximize recovery on delinquent accounts.

  • Monitor payment arrangements between the client and the bank to ensure clients adhere to payment arrangements to avoid legal action, if any. Meet daily required number of calls as per set target

  • Use the appropriate collection scripts and other tools available to verify client identity and negotiate with customer to obtain a promise to pay (PTP) or to negotiate repayment terms which will achieve the best outcome for both the bank and the customer. Performance may be measured on scorecards

  • Update the appropriate system upon completion of the negotiation with the customer to indicate the agreement reached with the customer.

  • Meet monthly set targets in terms of collections and recoveries in line with portfolio

  • Maintain effective and professional working relationships with both internal and external stakeholders.

  • Pro-actively manage legal risks associated with the legal recovery portfolio of clients to maximise possible recoveries.

  • Optimise recovery cash flows by implementing effective and timely action.

  • Assertive engagements with service providers by conducting regular telecommunication and prompt response to emails.

  • Negotiate for settlement deal as per collections and recoveries mandate.

  • Ensure properties entries in terms of residual balance, interest in suspense and MCIB is correctly updated

  • Avoid reputational risks and data privacy breach while enhancing customer experience.

  • Completed and update reports in order to provide management with accurate stats for reporting purposes.

  • To assist in any other administrative work related to the C&R activities

  • Provide suggestions for ways of improving customer services and meeting targets.

  • Ability to successfully handle complaints, ensure resolution and closure

  • Understand and adhere to legislative and compliance requirements to ensure the correct processes and policies are maintained.

  • Operate within given mandates to ensure governance is adhered to.

  • Operate with Absa policies and procedures.

  • Ability to work with Microsoft Excel, Word and Outlook.

  Business Processes and Governance

  • Report all risk and loss events as a result of fraud or error to the Team Leader and/or relevant parties to mitigate possible losses which may be incurred.

  • Adhere to all policies and procedures.

  • Adhere to the internal code of conduct /SLAs at all times and report any irregularities to the relevant party.

  • Adhere to internal systems access control policies at all times and report any irregularities to the relevant party.

  • Complete all compulsory training within the required timeframe.

  • Contribute towards an audit rating of sufficient or better by compliance to internal processes, policies and procedures.

  • Timeously route all administrative work to the administrative support team for processing according to the relevant process and procedures.

  Mandatory Risk and Control objective

  Ensure that all activities and duties are carried out in full compliance with regulatory requirements, understand and manage risks and risk events (incidents) relevant to the role

  Teamwork

  • Work closely with the other team members to build strong working relationships and maintain a positive team spirit.

  • Appreciate and respect all team members, colleagues and managers.

  • Display Absa values in all our dealings and maintain a high level of professionalism.

  • Communicate openly and honestly with team members and share knowledge and best practices on an on-going basis.

  • Utilise the team leader, on an on-going basis, as a coach to help improve current collection skills.

  • Actively support on on-going projects, UAT testing and change initiatives, set off of accounts, earmarking, follow-up on standing orders. Engage with external Debt Collector Agency if need be.

  Customer Service Management

  • Acknowledge and resolve customer dissatisfaction at first point of contact wherever possible. When necessary, source the assistance of the team leader to support in resolving the dissatisfaction.

  • Ensure customer satisfaction is achieved and the retention of the right profile client is maintained by behaving in a professional manner in all instances.

  • Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the bank.

  • To deliver a high level of service to customers, attorneys and other internal and external stakeholders as guided by the principles of Treating our Customers Fairly (TCF).

  • To diligently resolve queries and complaints

  Role/person specification

  Preferred Education

  • Degree with minimum 2 years relevance experience or equivalent of 5 years bank related experience

  Preferred Experience

  • 2 years Collections & Recoveries experience

  Knowledge and Skills

  • Product knowledge

  • Strong negotiation, influencing and interpersonal skills

  • Excellent numerical & analytical skills would be beneficial

  • Ability to function independently

  • Essential to be innovative and proactive

  • Result orientation and self-drive

  • Proficient in MS Office (Word, Excel, Power Point and Outlook)

  Behavioural Competencies

  Competency

  • Deciding and initiating

  • Delivering results/targets and meeting customer expectation

  • Achieving personal work goals and objectives

  • Working with people

  • Coping with pressure

  • Planning and Organising

  Education

  Bachelor's Degree: Banking

• About the company

  Absa Group Limited, and originally Amalgamated Banks of South Africa, is a South African-based financial services group, offering personal and business banking, credit cards, corporate and investment banking, wealth and investment management, as well a...

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