Collections Inbound

Empowering Africa’s tomorrow, together one story at a time.
- 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

The purpose of the role is to manage customer debt through effective and efficient collections tactics in order to minimize the loss to Absa. This will involve negotiating repayment from customers with the objective of rehabilitating customer accounts, before they deteriorate further into delinquency.

**Job Description**:
Key Performance Areas:
- Delivering results and meeting customer expectations- Deciding and initiating action- Following instructions and procedures- Persuading and influencing- Analyzing

Key Accountabilities:
The success of everyone at Absa is measured by our ability to put our customers at the center of everything we do. To achieve this you will need the following:
- Agree collections targets on a monthly basis with the Team Leader in line with portfolio and product targets as communicated by Customer Value Management.- Meet the minimum productivity requirements for calls on a daily basis to ensure optimization of the collections function and achievement of the monthly collection target.- Manage customer accounts and calls by logging on to and updating the relevant collections systems including Megallon and Avaya.- Use the appropriate collections scripts and other tools available to verify clients 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.- For more complex accounts, analyse customers' account history and provide the customer with a recommendation on the appropriate options available (e.g. account restructures in the case of arrears amounts on multiple products and/or refer the customer for debt review/counselling) to rehabilitate their account.- These recommendations need to be aligned to the requirements as outlined in the Restructuring and/or Re-Age Policy.- If no solution can be negotiated, calls must be escalated to the Team Leader for assistance. Update the OCS 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- Adhere to all Company Policies and Procedures as outlined in the Absa Bank Credit Risk Model etc.- Fulfil the requirements of and comply to all relevant Acts and Statutory requirements e.g. the National Credit Act.- Identify fraudulent accounts and escalate these concerns to the Team Leader- Adhere to internal systems access control policies at all times and report any irregularities to the Team Leader or relevant party.- Adhere to the internal code of conduct at all times and report any irregularities to the Team Leader or relevant party.- Complete all compulsory training within the required timeframe.- Contribute towards an audit rating of sufficient or better by compliance to internal processes, policies and procedures.- Timeously route all administrative work to the Administrative support team for processing according to the relevant process and procedures.

Education and Minimum Requirements:
- Diploma or NQF level 5 qualification or higher- Minimum 3 years’ experience in a customer services/facing role- Minimum 3 years’ experience in a Financial and/or Retail Services institution- Experience in a collections contact centre will be preferred

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (required)
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_