Deadline of this Job: 28 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
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
Deadline of this Job: 28 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
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