Officer, Rehabilitation at Standard Bank Group

Job Purpose 

• To perform collections functions focusing on minimising 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

Key Responsibilities

DELIVER WORK QUALITY STANDARDS

• Provide efficient, professional, and quality service to customers aligned to customer centric values
• Maintains a conversational flow during calls.                                   
• Proactively educates the customer 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/handoffs
• 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 arrear 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.

RISK AND CONDUCT

• 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      
  • Knowledge: Accurate and relevant products' Knowledge and systems knowledge
  • Professionalism: Promotes and  reinforces  the image, brand, services, and products of Stanbic Bank at all times
  • Ownership: Owning the call to provide a solution to the customer's needs and reducing unnecessary transfers/handoffs  
  • Helpfulness and value: Ensure that on every interaction, prescribed call handling techniques are followed, and that the customer is left with a positive experience  
  • Emotion: Demonstrates a professional, respectful, and  positive attitude towards the customer  and colleagues by using  the appropriate language and tone  
  • Completion of all compliance training  - Inform and agree with the T/leader to ensure  All Compliance Training is completed on scheduled date (Network Next)

QUALIFICATIONS

Minimum Qualifications
Type of Qualification: Business Related Degree 
Field of Study: Banking, Business, Commerce 
Experience Required

• 1-3 Years collections experience, preferably in the Credit or Collections environment.  Call Centre experience an advantage.
• System Usage(Level 1)
  • Use basic applications of a computer and other systems in support of business activity, help make decisions.
• Product Knowledge(Level 1)
• Understands the banks products per BU in order to attract and retain existing /potential customers

Preferred 

• Data Analysis experience will be an added advantage  

ADDITIONAL INFORMATION

Behavioral Competencies:

• Checking Details
• Documenting Facts
• Following Procedures
• Interacting with People
• Managing Tasks
• Meeting Timescales
• Producing Output
• Resolving Conflict
• Showing Composure
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Active Listening
• Difficult Calls Management
• Legal Collections
• Legal Compliance
• Product and Services Knowledge
• Recoveries
• Workflow Management