Senior Collector - AVAF

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

Job Summary

To manage customer debt through effective and efficient collections tactics to minimize loss to Absa AVAF accounts. This involves negotiating repayments from customers with the objective of rehabilitating customer accounts before they deteriorate further into delinquency. Cure complex/ delinquent accounts and reduce volume inflow to RMO, Tracer and Legal.

Job Description

Accountability: Negotiating payments and minimising loss:  30%

• Late-Stage takes full accountability of the account until resolutions and reduce accounts escalated to the Team Leader for assistance, while working the account with a proactive approach to offer the best solution and reduce the risk of the client defaulting again.

• Agree collections monthly targets 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 optimisation of the collections function and achievement of the monthly collection target.

• Use the appropriate collections tactics and other tools available to verify client’s identity.

• Use tactics to 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.

• Explore alternative means of contact to remedy and/or minimise call avoidance, and trace on non-contactable clients referred from Dialler.

• Curb inflow of accounts to RMO and Tracers by manually tracing clients via XDS, CIF, Joint Profile and Bank Statement (Cost saving).

• Cure complex/ delinquent accounts and reduce volume inflow to RMO, Tracer and Legal.

• Reduce roll forwards before the next instalment date or month-end, and resolve technical queries that caused the account to mill for months even years

• Solutions accounts through PTP negotiations, possible forbearance and Fast Buy HUS.

• Update the Debt Manager 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.

• Using internal and External platforms to Trace new contact details for customers.

• Serve as a liaison officer between the Dialler, RMO and Tracer to solution the accounts.

• Attend Impairment Forums and manage impairment charge on accounts.

Stakeholder Management 15%

• Maintain and improve business relations with all stakeholders, to ensure that the services, strategies, and solutions are delivered.

• Identify opportunities to improve ways of working with stakeholders through application of ways of working.

• Provide input in setting guidelines and channels of decision making through an escalation process to ensure seamless and efficient escalation.

• Provide input into the development of vendor strategy to provide clarity and effective interactions.

Accountability: Workflow Management 20%

• Review accounts for complexity analysis involving examination of customers' account histories and providing advice on the best options available to them to remedy their account. These recommendations ought to comply with the guidelines asserted in the Restructuring and/or Re-Age Policy.

• Evaluate workflow feed and analyse accounts that need to move to RMO and Legal, and sign-off on workflow release according to assigned mandate.

• Implement three DM worklist to prioritise the workflow to ensure accounts are actioned as per risk category and Time-Based Action strategy.

Accountability: Business Processes and Governance: 10%

• Adhere to all Company Policies and Procedures as outlined in the Absa Bank Credit Risk Model etc.

• Fulfil the requirements of and comply with all relevant Acts and Statutory requirements e.g., the National Credit Act.

• Identify fraudulent accounts and investigate for rehabilitation.

• Adhere to internal systems access control policies at all times and report any irregularities to the Team Manager or relevant party.

• Complete all compulsory training within the required timeframe.

• Timeously route all administrative work to the administrative support team for processing according to the relevant process and procedures.

Accountability: Maintain Customer Service: 20%

• Acknowledge and resolve customer queries at first point of contact.

• Ensure customer satisfaction is achieved and the retention of the right profile client is maintained by behaving in a professional manner in all instances.

• Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimising any risk to the Bank.

• Ensure quality of collections conversations measured by service quality 95% and coaching report.

Accountability: Teamwork Weighting: 5%

• Contribute to problem solving through knowledge sharing, and innovation to maximize your productivity, improve team performance and efficiently achieve team goals.

• Actively support change initiatives within the team or larger SBU.

• Suggest possible areas of improvement by periodically reviewing and evaluating ways of working.

• Actively contribute to Team success through the adoption and execution of Perform Plus methodology and practices.

• Contribute to the building of intellectual property and sharing of best practice across the Collections value chain

• Encourage teamwork and assist other team members when able to do so.

Education

National Diplomas and Advanced Certificates: Banking

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised