Job Summary

Main accountabilities and approximate time split

Operational Management

• Negotiate payment arrangements on the accounts to maximize recovery on delinquent accounts.
• Monitor payment arrangements between the client and the bank to ensure clients adhere to payment arrangements to avoid legal action taken against the client.
• Maintain effective and professional working relationships with both internal and external stakeholders.
• Pro-actively manage legal risks associated with the legal recovery portfolio of clients to maximize possible recoveries.
• Optimize recovery cash flows by implementing effective and timely action.
• Assertive engagements with service providers by conducting regular telecommunication and prompt response to emails.
• Ensure that invoices received from attorneys and DCA’s are correct and submitted to finance department for payment.
• Close off all the settled accounts timely to avoid reputational risks.
• Completed and update reports in order to provide management with accurate stats for reporting purposes.
• Provide suggestions for ways of improving customer services and meeting targets.
• Understand and adhere to legislative and compliance requirements to ensure the correct processes and policies are maintained.
• Operate within given mandates to ensure governance adherence.
• Operate with Absa policies and procedures.
• Ability to work with Microsoft Excel, Word and Outlook.

Quality Management

• To ensure that daily stats are completed and reported accurately.
• To understand and adhere to legislative and compliance requirements.
• To operate within the signed Delegated Mandates to safeguard the bank against risk on non-compliance.

Team Work

• Work closely with the other team members to build strong working relationships and maintain a positive team spirit.
• Appreciate and respect all team members, colleagues and Managers.
• Display Absa values in all our dealings and maintain a high level of professionalism.
• Communicate openly and honestly with team members and share knowledge and best practices on an on-going basis.

Customer Service Management

• To deliver a high level of service to customers, attorneys and other internal and external stakeholders as guided by the principles of Conduct Risk.
• To diligently resolve queries and complaints arising from customers, DCA’s, attorneys and other stakeholders.

Risk and Control Objective

• Complete required compliance and SOX attestations as per the allocated timelines.
• Report all risk and loss events as a result of fraud or error.  Report this to the risk manager and/or relevant parties to mitigate possible losses, which may be incurred.
• Adhere to all Company policies and procedures.
• Adhere to the internal code of conduct at all times and report any irregularities to the relevant party.
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• Adhere to internal systems access control policies at all times and report any irregularities to the relevant party

Technical skills / Competencies

• In-depth knowledge of the full Absa Retail product set in-country, local business services and corporate business services
• Detailed working knowledge of Risk and Credit policies and procedures.
• Ability to function independently.
• Negotiation Skills.
• Proficient in MS Outlook (Word, Excel, PowerPoint, Outlook and Internet).

Education and Experience Required

• 2 years collections experience
• Product knowledge
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook and Internet)
• No criminal record

Preferred:

• Post write-off experience for a financial institution.
• Product knowledge (cards & loans).

Key Issues over the next 12-24 months:

• Improve the performance level of our post write off portfolio for all products
• Improve attorney performance management process
• Ensuring compliance to strict governance standards
• Improve stakeholder management

Competencies:  (Maximum of 8 competencies)

•  Deciding and initiating
• Delivering results and meeting customer expectation
• Achieving personal work goals and objectives
• Working with people
• Coping with pressure
• Planning and organizing

Behaviors:

• Drive performance
• Delight customers
• Build pride and passion
• Execute at speed
• Grow Talent and Capability
• Protect and enhance our reputation

Additional criteria qualities:

• Passion for performance
• Honesty and integrity

Knowledge, Expertise and Experience

Essential

• Knowledge of the Banking environment 
• Knowledge of strategy formulation 
• Verbal and written communication skills 
• Stakeholder management skills 
• Analytical skills 
• Conflict management Skills 
• Networking Skills 
• Excellent project management experience in managing, leading and delivering on projects
•  Highly organized and methodical
• Ability to successfully manage multiple work streams and priorities simultaneously

Preferred

• Honesty and integrity
• Post write-off experience for a financial institution.
• Product knowledge (cards & loans).

Experience, qualifications and other requirements specific to the role

• Bachelor degree in Commerce, Business Administration, Finance, Banking or Risk or similar qualifications

Absa Values

Absa Values and Behaviors represent the set of standards which governs the actions of all of us who work for the bank and against which the performance of every one of us in Absa are being assessed and rewarded:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

Education