Summary
Date Posted: Monday, February 20, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Job purpose
• 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

Key Responsibilities
Deliver Work Quality Standards
• Provide efficient, professional, and quality service to customers aligned to customer centric values
• Maintains a conversational flowing during calls.
• Proactively educates the customer 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/handoffs
• 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 arrear 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.

Risk and Conduct
• 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:
o Follow the relevant procedures, work instructions and business requirements
o Disclose all relevant compliance requirements to the customer
o Adheres to all relevant verification policies and procedure
o Knowledge: Accurate and relevant products' Knowledge and systems knowledge
o Professionalism: Promotes and reinforces the image, brand, services, and products of Stanbic Bank at all times
o Ownership: Owning the call to provide a solution to the customer's needs and reducing unnecessary transfers/handoffs
o Helpfulness and value: Ensure that on every interaction, prescribed call handling techniques are followed, and that the customer is left with a positive experience
o Emotion: Demonstrates a professional, respectful, and positive attitude towards the customer and colleagues by using the appropriate language and tone.
o Completion of all compliance training in liaison with the Team Leader.

Qualifications
Minimum Qualifications
• Field of Study: Business related degree; Commerce, Finance, Business Management

Experience Required
Risk & Corporate Affairs
• Credit Risk-BCC

Experience Required:
• 2 - 3 Years collections experience, preferably in the Credit or Collections environment. Call Centre experience an advantage.

Competencies:
Personal
• Delivery Orientation
• Resilience and drive
• Integrity
• Adaptability
• Stress Management
• Innovation and Resourcefulness
• Problem Solving
• Conceptual Thinking
• Emotional Intelligence

Interpersonal
• Communication
• Customer Focus
• Team Orientation
• Decision Making
• Telephone Communication
• Negotiating Skills
• Assertiveness
• Conflict Management



Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
Interested & Qualified? Click here to apply

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