Officer Debt Review(Everyday Banking) Jhb

1 week ago

Johannesburg, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

To achieve operational excellence and superior client experience throughout the execution function related to the Distress Customer Solutions Business Unit.

**Job Description**:
Key Accountabilities
- Within the Distress Customer Solutions Business unit, the roles will span across the following regulatory functions:

- Achieving and maintaining the high level of accuracy and quality across the functions fulfilled by the Distress Customer Solutions BU.
- Adhere to the relevant policies and procedures for the Distress Customer Solutions BU and Absa
- Adherence to the rules and regulations in line with the National Credit Act and Task Team Agreements
- Functions include fulfilled by the Distress Customer Solutions Officer span across the following tasks:

- Debt Admin
- Administration
- Written and Verbal Customer Services
- Debt Review
- Debt Intervention
- The Distress Customer Solutions Officer can fulfil any of these below indicated tasks or a combination of the tasks at any time during his/her employment as Distress Customer Solutions Officer.

Indexing (Inflows)
- To index all documents received from ODP correctly, create a profile for all customers on DRMS and ensure that the workflow is triggered to all functional areas within Debt Review workflow system within the agreed upon internal SLA

COB
- To access the host and collection systems across all collections products system and generate a certificate of balance, accurately updating the regulated specified fields with the customers financial information within the regulated 5-day turnaround time at 100% quality.
- This includes flagging the customer under debt review and ensuring all related systems are correctly aligned and where applicable the correct hold codes are applied.
- Debit order cancellations
- Debt Review placement of holds

Proposals
- To evaluate the risk of the proposed repayments of accounts across all products (DCRS and Non-DCRS), considering affordability and the bank’s risk appetite and negotiate the best proposal where clients’ needs, and business needs are met.
- To always ensure that the debt counsellors are kept informed of the bank's decision on whether the proposal is acceptable or declined.
- All requests must be actioned within 10 day regulated turnaround time.

Restructures
- To execute the restructuring process across all the ABSA products currently under Debt Review as per an accepted proposal or a court order.
- To ensure that all restructuring functions are completed accurately and timeously and in accordance to all ABSA product specific work instructions.
- This includes all remediation processes (induplum, negative amortisation and fees and charges) on products under debt review

Terminations / Reinstatements / Clearances
- To terminate accounts in accordance with the terminations criteria as per Industry and in line with the terminations criteria per product where customer has not complied with the agreement to make payments in accordance with an accepted proposal - s86 (10) or a court order - s88(3)., across all S products in Debt Review.
- To complete the full verification process prior to terminating. To ensure that all required notifications sent to the customer; Debt Counsellor and the National Credit Regulator (NCR) are received from Brooks & Luyt (Css) before terminating accounts.
- To reinstate accounts, post terminations according to the Debt review Strategy and in line with NCR regulations

Service
- To receive and action queries and complaints from:

- External Customers - National Credit Regulator; Debt Counsellors; Payment Distribution Agencies (PDA); Customer
- Internal - Complaints Resolution Centre; Credit Rehabilitation and Recoveries;
- To provide customer service excellence, accurate and timeous information, resolve both internal and external stakeholder queries and complaints and exceed our customer expectation, minimizing reputational, regulatory and financial risk to the bank.
- To escalate queries to the team leader where decision is outside of the levels of authority as per your credit and operational mandate

Payment Management (PDA)
- To monitor and review payments in accordance with the payment management strategy and handle payment related queries received from Debt Counsellors, Payment Distribution Agents, Product Business Units and Customers.
- To verify schedules from Payment Distribution Agents to ensure customers payments reflect accurately on the collections product systems.
- To ensure that the payment allocation is accurate to mitigate the risk of terminating an account from debt review and prevent the bank from being exposed to

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