Job Grade: Officer II

Job Title: Relationship Officer - Collections

Primary Reporting: Relationship Manager-Collection

Leadership Level: Client Management

Job summary/ Job purpose/ Role Intent:

This position is responsible for ensuring that every step along the client journey from booking to payment until ownership of property is executed within the agreed project milestones and in compliance with the laid down processes. The role holder will ensure timely collection and revenue assurance for the allocated portfolio.

Key Accountabilities

• Receipt of funds and issuance of receipts
• Regular client communication in terms of debt status, repayment plans, support required throughout the customers’ journey- (Onboarding of customer details and customer documents on CRM, Mapping of payment plans, portfolio allocation, follow up on signing of offer letters, issue of instructions to lawyers to prepare sale agreements, follow up on execution of documents).
• Mortgage pipeline management and follow up.
• Mapping of timed collections
• Revenue assurance for allocated portfolio to issuance of cancellation notices and notification of units back to the market. (Including timely disbursements of loans).
• Risk mitigation by participation on the handover documentations.
• Complaint resolutions end to end with respective departments
• Compliance to laid down policies and laws.

Principal Outputs for this role

• Weekly status meetings with lawyers
• Restructuring of payment plans for approval by the Relationship Manager and Business Development Manager.
• Qualifying, approval and updating refunds for allocated portfolios
• Realization of projected cash flows and income for allocated portfolios
• Reporting on daily collections report for allocated portfolios
• Servicing of existing and new company financial obligations
• Sales output through cross selling
• Provide key insights derived from customer engagements on various project milestones supporting decision making.
• Key driver to improve and grow NPS scores

Requirements

Qualifications- Academic and Professional

• Bachelor’s degree from an accredited University preferably in a business-related field
• Relevant professional certification is an added advantage

Experience

• At least one-year experience in relationship management in a financial/ real estate institution
• Strong proficiency in banking systems and applications especially Profits and CRM
• Experience in portfolio management is a core requirement

Competencies

Technical competencies

• Knowledge of CRM software and Microsoft Office Suite - Intermediate excel skills
• Solid customer service attitude with excellent negotiation skills
• Knowledge of KYC/AML compliance requirements
• Knowledge of TCF (Treating Customers Fairly) principles
• Astute product knowledge
• Knowledge of portfolio management
• Commercial acumen
• Analytical skills
• Strong communication and interpersonal skills
• Emotional Intelligence; Dynamic individual with the ability to work under pressure.

• Receipt of funds and issuance of receipts
• Regular client communication in terms of debt status, repayment plans, support required throughout the customers’ journey- (Onboarding of customer details and customer documents on CRM, Mapping of payment plans, portfolio allocation, follow up on signing of offer letters, issue of instructions to lawyers to prepare sale agreements, follow up on execution of documents).
• Mortgage pipeline management and follow up.
• Mapping of timed collections
• Revenue assurance for allocated portfolio to issuance of cancellation notices and notification of units back to the market. (Including timely disbursements of loans).
• Risk mitigation by participation on the handover documentations.
• Complaint resolutions end to end with respective departments
• Compliance to laid down policies and laws.
• Weekly status meetings with lawyers
• Restructuring of payment plans for approval by the Relationship Manager and Business Development Manager.
• Qualifying, approval and updating refunds for allocated portfolios
• Realization of projected cash flows and income for allocated portfolios
• Reporting on daily collections report for allocated portfolios
• Servicing of existing and new company financial obligations
• Sales output through cross selling
• Provide key insights derived from customer engagements on various project milestones supporting decision making.
• Key driver to improve and grow NPS scores

• Knowledge of CRM software and Microsoft Office Suite - Intermediate excel skills
• Solid customer service attitude with excellent negotiation skills
• Knowledge of KYC/AML compliance requirements
• Knowledge of TCF (Treating Customers Fairly) principles
• Astute product knowledge
• Knowledge of portfolio management
• Commercial acumen
• Analytical skills
• Strong communication and interpersonal skills
• Emotional Intelligence; Dynamic individual with the ability to work under pressure.

• Bachelor’s degree from an accredited University preferably in a business-related field
• Relevant professional certification is an added advantage