Collections & Recoveries Advisor

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 & Experience   

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