Collections Officer, Vehicle Asset Finance at Stratostaff

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.