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.