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Collections Officer, Vehicle Asset Finance

Job Purpose

The role will be responsible for the following;

To perform collections functions focusing on minimizing the forward roll rate of potential non-performing loans and increasing recoveries on the non-performing loans, with the emphasis on customer retention, education, and rehabilitation, through effective and efficient collections skills.

To handle customer enquiries and requests across all mediums (i.e., phone, e-mail, WhatsApp, Interactive SMSs, Chat etc.) accurately and within agreed service times and quality standards

To initiate customer collections engagements through available channels as listed above

To provide and submit comprehensive reports and/or documentation to the Manger on all recommendations for effective management of the portfolio.

To perform movable asset tracing in conjunction with tracking companies and Repossession agents.

Key Responsibilities

Provide efficient, professional, and quality service to customers aligned to customer centric values

Maintains a conversational flow during calls

Proactively educate the customers about self-service options and appropriate self-service channels

Owning the call to provide a solution to the customer's needs and reducing unnecessary transfers/hand offs

Compliance with statutory, regulatory, and business requirements, to protect the reputation of the group and to avoid legal action / sanction in respect of regulatory compliance matters.

Telephonic Collections on arrears accounts with the intention to obtain a realistic ‘Promise To Pay’ arrangement for the required amount due.

Refer customer requests to the relevant admin department for actioning.

Maintain high call activity at agreed levels.

Confirm / Update customer records.

Refer accounts to trace when no contact can be made.

Provide efficient and quality service to customers.

Comply with product specific policies and procedures.

Adheres to shift scheduling & Average Handling Times aligned to business unit benchmarks and Targets

Achieves daily and weekly targets, by operating in an effective yet productive manner, through optimal usage of average handling time

Risk and Compliance:

Follow the relevant procedures, work instructions and business requirements

Disclose all relevant compliance requirements to the customer

Adheres to all relevant verification policies and procedure o Knowledge: Accurate and relevant products' knowledge and systems knowledge

Professionalism: Promotes and reinforces the image, brand, services, and products of bank at all the times

Ownership: Owning the call to provide a solution to the customer's needs and reducing unnecessary transfers/hand offs

Helpfulness and value: Ensure that on every interaction, prescribed call handling techniques are followed, and that the customer is left with a positive experience

Requirements

Business Commerce, Economics / Social sciences or other relevant specialties

1-3 Years collections experience, preferably in the Credit or Collections environment.

Understands the banks products per Business Unit in order to attract and retain existing,potential customers

Sound Vehicle and Asset Finance Product knowledge would be an advantage.

Sound knowledge of applicable Legislation.

Good knowledge of credit policies and procedures.

Computer literacy.

Data / Analytics skills

Timorously identify and manage risk within their area influence using policies and procedures.

• Perform collections functions focusing on minimizing the forward roll rate of potential non-performing loans and increasing recoveries on the non-performing loans, with the emphasis on customer retention, education, and rehabilitation, through effective and efficient collections skills.
• Handle customer enquiries and requests across all mediums (i.e., phone, e-mail, WhatsApp, Interactive SMSs, Chat etc.) accurately and within agreed service times and quality standards
• Initiate customer collections engagements through available channels as listed above
• Provide and submit comprehensive reports and/or documentation to the Manger on all recommendations for effective management of the portfolio.
• Perform movable asset tracing in conjunction with tracking companies and Repossession agents.
• Provide efficient, professional, and quality service to customers aligned to customer centric values
• Maintain a conversational flow during calls
• Proactively educate the customers about self-service options and appropriate self-service channels
• Own the call to provide a solution to the customer's needs and reducing unnecessary transfers/hand offs
• Comply with statutory, regulatory, and business requirements, to protect the reputation of the group and to avoid legal action / sanction in respect of regulatory compliance matters.
• Perform Telephonic Collections on arrears accounts with the intention to obtain a realistic ‘Promise To Pay’ arrangement for the required amount due.
• Refer customer requests to the relevant admin department for actioning.
• Maintain high call activity at agreed levels.
• Confirm / Update customer records.
• Refer accounts to trace when no contact can be made.
• Provide efficient and quality service to customers.
• Comply with product specific policies and procedures.
• Adhere to shift scheduling & Average Handling Times aligned to business unit benchmarks and Targets
• Achieve daily and weekly targets, by operating in an effective yet productive manner, through optimal usage of average handling time
• Follow the relevant procedures, work instructions and business requirements
• Disclose all relevant compliance requirements to the customer
• Adhere to all relevant verification policies and procedures
• Promote and reinforce the image, brand, services, and products of the bank at all times
• Own the call to provide a solution to the customer's needs and reducing unnecessary transfers/hand offs
• Ensure that on every interaction, prescribed call handling techniques are followed, and that the customer is left with a positive experience

• Collections skills
• Customer service skills
• Communication skills
• Computer literacy
• Data / Analytics skills
• Knowledge of applicable Legislation
• Knowledge of credit policies and procedures
• Vehicle and Asset Finance Product knowledge

• Business Commerce, Economics / Social sciences or other relevant specialties