Job Summary

To provide specialist advise and support in order to provide sales support through the execution of predefined objectives as per agreed standard operating procedures (SOPs) Selecting this role has a compensation & benefit impact in Botswana and Global Alliance Mozambique. Please contact Reward for details.

Job Description

• Sales Target : Proactively make self-initiated contact with customers in order to deliver against the required sales targets
• Collaboration : Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards
• Customer Experience: To provide service excellence and achieve customer satisfaction

Closing: 23 September 2022

Job Purpose:

Reporting to the Collections/Recoveries Team Leader, the role holder will be;

Responsible for the Collections or Recoveries of allocated group of loan and credit card accounts within the Personal and Local Business Segments within the Bank, with the objective of adopting given strategies and negotiating with the customer to bring any out of order accounts back to order.

Key Accountabilities:

Business Management – 40%

• Meet the minimum productivity requirements for calls, promise to pay (PTP) and kept promises (KPs) daily to ensure optimization of the collections function and achievement of the monthly targets for the collection agent
• Use the appropriate collection scripts and other tools available to verify client identity and negotiate with customers to obtain a promise to pay (PTP) or to negotiate the repayment terms which will achieve the best outcome for both the bank and the customer
• Monitor all accounts allocated daily and take appropriate action to ensure that the portfolio of accounts stay within agreed limits through the application of sound credit judgement within pre-determined broad policy guidelines
• Recommend accounts within own portfolio that meet agreed criteria for forbearance (which do not involve giving out more money) within pre-determined parameters and guidelines
• Undertake all forms of communication with the customer that are necessary to ensure that the accounts operate well or that subsequent action on the account, if required, is not unduly delayed
• Adopt collections targets monthly in line with portfolio and product targets as communicated by the MI team via the team leader
• If no solution can be negotiated, calls must be escalated to the team leader for assistance
• Update the appropriate system upon completion of the negotiation with the customer to indicate the agreement reached with the customer in terms of the collections option that will be implemented

Customer Obsession – 30%

• Refer all customer complaints to the Customer Service team for logging on BOC. As the first point of contact wherever possible, resolve and close the complaint; escalate to the team leader to support in resolving the complaint if unable to resolve
• Ensure customer obsession is achieved and the retention of the customer is maintained by being professional 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
• Application of world class customer service standards always while handling customer’s issues, walk in customers and customer correspondences assigned on collection related matters

Teamwork – 10%

• Constant liaison with the business network to undertake appropriate measures on allocated collections portfolio to offer alternative solutions for customers.
• Teamwork to formulate and execute innovative and creative strategies aimed at achieving stretch collection targets.
• Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
• Ensure individual performance objectives and measures are agreed with line manager.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Controls – 30%

• Adherence to service level agreements on any duties assigned.
• Adherence to banking policies and procedures.
• Delivering collection control requirements in a robust and rigorous control environment.
• Efficiently maintaining an accurate diary of collection actions undertaken on own portfolio on debt management systems with timely follow-up of due actions.
• Delivering operational excellence in achieving quality, cost, and service standards on assigned work.

Technical Skills

• Analytical and numerical skills
• Communication skills (written and verbal)
• Inter-personal skills
• Negotiation and Influencing skills
• Spreadsheets/Database Skills
• Planning and personal organization
• Quality Conscious
• Problem solving skills
• Service excellence
• Operational excellence
• Customer handing techniques

Knowledge, Expertise & Experience

Essential

• University degree or equivalent professional qualification
• Prior experience of dealing with customers
• High degree of interpersonal skills when dealing with a range of people and situations.
• Good knowledge of the general canons of good lending and credit risk assessment
• Good computer skills and ability to learn new software/applications quickly

Preferred

• Effective communication
• Some knowledge of the Bank’s lending principles, policies, and procedures
• Some knowledge of the Bank’s general credit policies and Retail Products
• Prior experience in a lending environment

Closing: 28th September 2022

Job Purpose:

Reporting to the Collections/Recoveries Manager, the role holder will be.

• Responsible for managing the productivity of collections and recoveries agents by providing direction, instructions, support, coaching and guidance to team.
• Leading team to fully employ agreed Collections & Recoveries strategies/initiatives to achieve set monthly targets and within policy guidelines and regulations to minimize credit losses.

Main accountabilities and approximate time split

Business Management – 30%

• Manage a retail product/s segment/s as agreed with the campaign manager
• Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises
• Drive and ensure completion of appropriate and timely collection actions by team in line with broad policy guidelines, collections strategy, process, and regulatory requirements to prevent further aging of the credit facilities and prevent deterioration of portfolio
• Review collection /recoveries escalations by team members to advice on alternative collection steps
• Follow up on collections/recoveries exceptions that require further review by the campaign manager and collections & recoveries leadership for alternative debt management considerations
•  Ensuring accurate reporting on team’s projections on performance and actual team collection activity and productivity while addressing any issues arising
• Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises.
• Drive and deliver excellent performance against agreed stated stretching targets while leading a team
• Be a contact point for customer escalations on collection related matters affecting the team

Customer Obsession – 20%

• Support team with correspondences to customer to ensure that the team’s collection portfolio operates well and that subsequent action to be taken on the account, if required, are not unduly delayed
• Always embed World class customer service and standards
• Be the first point of contact/escalation/resolution of customer issues affecting the team.
• Analyze customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to team portfolio
• Ensure all queries and complaints received by self and the team are logged on BOC and consequently resolved and closed

People and Teamwork – 30%

• Provide regular performance related coaching and feedback ensuring a highly motivated and energized team with the capacity of achieving optimal performance levels
• Monitor team members' participation via real-time call monitoring to ensure the training they are being provided is being put into use, and to see if any additional training is needed
• Work with minimum supervision and ensure, that the line reports are kept fully always informed on all matters to be addressed within the team
• Build effective relationships with branch network and key support functions that will improve overall collections performance
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, and best practice with a view of improving performance
• Embed performance management and personal development objectives for direct reports by developing and agreeing on individual performance objectives and measures
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
• Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
• Ensure leave plan for the team is in place and adhered to

Controls – 20%

• Ensure that the team delivers on collection control requirements in a robust and rigorous control environment
• Adherence to banking policies and procedures
• Ensure operational standards are maintained by team with achievement of high quality, manageable cost and high service level standards
• Review collections systems to ensure that they are adequately updated by team members with appropriate collection actions and taking necessary actions where this is not adhered to
• Undertake timely review and actioning of collections daily, weekly and monthly reports on the team’s portfolio of credit facilities and take appropriate actions in line with policy guidelines.
• Identify risks in the collection’s environment and drive for effective measures to mitigate the risks

Technical Competencies

• Meeting Customer Needs
• Business Awareness
• Communication (Both Verbal and written)
• Forward Planning and organization
• Analysis and Judgment
• Quality Conscious
• Adaptability to change
• Decision Making
• Problem Solving
• Strong PC skills
• Negotiation and influencing skills
• Debt collection & Recovery skills
• Management skills
• Team leadership
• Credit management Skills
• Operational excellence
• Risk management techniques
• Performance management

Knowledge, Experience & Expertise.

Essential

• University degree or equivalent professional qualification
• High degree of interpersonal skills when dealing with a range of people and situations.
• A good understanding of Absa Retail Group Credit Policies, collection & recoveries Policy  and collection& recoveries strategy
• Good knowledge of the general canons of good lending and credit risk assessment
• Basic knowledge of the bank’s customer service standards
• Understanding of the retail customer proposition and services
• Understanding of banking and debt management systems
• Good computer skills and ability to learn new software/applications quickly
• Knowledge of the Bank’s bookkeeping procedures and systems

Preferred

• Understanding of the local competitor market
• Experience in operations management
• Customer service experience
• Relationship management experience
• Basic Risk Management techniques

Closing: 28th September 2022

Job Purpose:

Responsible for carrying out call evaluations and training for the collections and recoveries agents to ensure a standard of high performance is maintained.

Key Accountabilities:

• Ensure call evaluation is done for all collection agents and reports on the same are generated and circulated every end of month
• Support team leaders through continuous training and feedback provision
• Facilitate and deliver loan orientation and induction training for new entrants on collections process, procedures, and system usage with emphasis on basic collection skills.
• Participating in meetings to address training concerns.
• Identifying training gaps for the team and implementing the necessary
• Maintain and review data base on trainings carried out.
• Maintain updated coaching records in conjunction with team leaders.
• actions
• supporting all new collection initiatives and implementations by ensuring proper training

Education and experience required

• University degree or equivalent professional qualification
•  Bank and individual business unit strategies and policies
• Prior Experience in Collections & Recoveries

Knowledge and skills: (Maximum of 6)

•  Training, coaching and Presentation skills
• People Management
• Relationship management skills
• Debt Collection and Recovery skills
• Team working and Interpersonal skills
• Inspiring and persuading others

Competencies: (Maximum of 8 competencies)

• Thorough knowledge of collection processes and procedures.
• Thorough knowledge of collection systems.
• Knowledge of the bank’s general credit policies.
• Good computer skills and ability to learn new software/applications quickly

Closing: 28th September 2022