Career Opportunities at Absa Bank Limited

Job Summary

To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Job Purpose:

Responsible for the Collections or Recoveries of allocated group of loan and credit card accounts within the Personal and Local Business Segments within the Bank, with the objective of adopting given strategies and negotiating with the customer to bring any out of order accounts back to order.

 Key Accountabilities

Accountability:  Business Management 40%

• Meet the minimum productivity requirements for calls, promise to pay (PTP) and kept promises (KPs) on a daily basis to ensure optimization of the collections function and achievement of the monthly targets for the collection agent
• Use the appropriate collection scripts and other tools available to verify client 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
• Monitor all accounts allocated on a daily basis and take appropriate action to ensure that the portfolio of accounts stay within agreed limits through the application of sound credit judgement within pre-determined broad policy guidelines
• Recommend accounts within own portfolio that meet agreed criteria for forbearance (which do not involve giving out more money) within pre-determined parameters and guidelines
• Undertake all forms of communication with the customer that are necessary to ensure that the accounts operate well or that subsequent action on the account, if required, is not unduly delayed
• Adopt collections targets on a monthly basis in line with portfolio and product targets as communicated by the MI team via the team leader
• If no solution can be negotiated, calls must be escalated to the team leader for assistance
• Update the appropriate 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.

Accountability:  Customer Obsession 20%

• Refer all customer complaints to the Customer Service team for logging on BOC. As the first point of contact wherever possible, resolve and close the complaint; escalate to the team leader to support in resolving the complaint if unable to resolve
• Ensure customer obsession is achieved, and the retention of the customer is maintained by being professional in all instances
• Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the bank
• Application of world class customer service standards at all times while handling customer’s issues, walk in customers and customer correspondences assigned on collection related matters

Accountability:  People and Team Work 10%

• Constant liaison with the business network to undertake appropriate measures on allocated collections portfolio to offer alternative solutions for customers.
• Teamwork to formulate and execute innovative and creative strategies aimed at achieving stretch collection targets.
• Participate in local events to support local needs, develop individual and team skills and raise the Barclays profile in the local community
• Ensure individual performance objectives and measures are agreed with line manager.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Accountability:  Controls (Mandatory for all roles) 30%

• Adherence to service level agreements on any duties assigned.
• Adherence to banking policies and procedures.
• Delivering collection control requirements in a robust and rigorous control environment.
• Efficiently maintaining an accurate diary of collection actions undertaken on own portfolio on debt management systems with timely follow-up of due actions.
• Delivering operational excellence in achieving quality, cost and service standards on assigned work.

Preferred Qualification

• Analytical and numerical skills
• Communication skills (written and verbal)
• Inter-personal skills
• Negotiation and Influencing skills
• Spreadsheets/Database Skills
• Planning and personal organization
• Quality Conscious
• Problem solving skills
• Service excellence
• Operational excellence
• Customer handing techniques

Preferred Experience

• Effective communication
• Some knowledge of the Bank’s lending principles, policies and procedures
• Some knowledge of the Bank’s general credit policies and Retail Products
• Prior experience in a lending environment

Knowledge and Skills

• University degree or equivalent professional qualification
• Prior experience of dealing with customers
• High degree of interpersonal skills when dealing with a range of people and situations.
• Good knowledge of the general canons of good lending and credit risk assessment
• Good computer skills and ability to learn new software/applications quickly

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Job Summary

To perform all the case management roles both at the contact centre and back office, which includes but not limited to:

Job Description

• Sensitise and Provide information to clients about their policy guidelines.
• Continuously advise clients about the most cost-effective service options to Clients/Brokers/Agents/ company Human resource managers. 
• Facilitate for member sensitization and registration.
• Organize for hospital transfers and evacuations in reference to their policies.
• Calls managements in line with the international call centre standards.
• Organise and participate in Carrying out health forums for clients.
• Professional Handling of clients and service providers grievances within the stipulated time. 
• Managing requests for services from providers, intermediaries, and clients, providing information on the FAK provider network, available benefits per scheme policy and services and other routine information
• Respond to all emails and give feedback within one 30 minutes of receiving them.
• Critically analyse and give accurate response to all pre-authorization within the defined TATs and in line with member policy benefits.
• The care manager to accurately to decode prescriptions and other bills to identify any anomalies. 
• Negotiate with service providers for sustainable costs containment.
• Mitigate fraud cases through hospitals visitation of admitted patients in various hospitals, and vet all inpatient bills. 
• Ensure the service access turnaround time is within the stipulated Service Level agreement, Discharges within 30 minutes, outpatient responses within 10 minutes. 
• Sending daily admissions reports to clients; Brokers/Agents/ company Human resource managers. 
• Offer first aid to any emergency cases within/around First Assurance Office.
• Response to all escalations from the contact centre, carrying out customer surveys, social media and email management.
• Performs all other tasks as assigned by the Line manager.

Education Qualifications & Experience

• Bachelor’s degree or Diploma in nursing or clinical Medicine and Surgery
• Minimum of 1 - 3 years’ experience in a similar role in the insurance industry.

go to method of application »

Job Summary

To perform all the case management roles both at the contact centre and back office, which includes but not limited to:

Job Description

• Sensitise and Provide information to clients about their policy guidelines.
• Continuously advise clients about the most cost-effective service options to Clients/Brokers/Agents/ company Human resource managers. 
• Facilitate for member sensitization and registration.
• Organize for hospital transfers and evacuations in reference to their policies.
• Calls managements in line with the international call centre standards.
• Organise and participate in Carrying out health forums for clients.
• Professional Handling of clients and service providers grievances within the stipulated time. 
• Managing requests for services from providers, intermediaries, and clients, providing information on the FAK provider network, available benefits per scheme policy and services and other routine information
• Respond to all emails and give feedback within one 30 minutes of receiving them.
• Critically analyse and give accurate response to all pre-authorization within the defined TATs and in line with member policy benefits.
• The care manager to accurately to decode prescriptions and other bills to identify any anomalies. 
• Negotiate with service providers for sustainable costs containment.
• Mitigate fraud cases through hospitals visitation of admitted patients in various hospitals, and vet all inpatient bills. 
• Ensure the service access turnaround time is within the stipulated Service Level agreement, Discharges within 30 minutes, outpatient responses within 10 minutes. 
• Sending daily admissions reports to clients; Brokers/Agents/ company Human resource managers. 
• Offer first aid to any emergency cases within/around First Assurance Office.
• Response to all escalations from the contact centre, carrying out customer surveys, social media and email management.
• Performs all other tasks as assigned by the Line manager.

Education Qualifications & Experience

• Bachelor’s degree or Diploma in nursing or clinical Medicine and Surgery
• Insurance Professional qualification
• Minimum of 3 - 4 years’ experience in a similar role in the insurance industry.

go to method of application »

Job Summary

To deliver claims related administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Job Description

• Quality Assurance: Maintain a desired level of quality in a service or product, especially by means of attention to every stage of the process of delivery or production
• Claims assessment: Check different types of information for accuracy and inconsistency with the aim of verifying the validity of claims made
• Meeting deadlines: Completes tasks timeously
• Claims process: Ensure that the claims process is effectively and efficiently executed as per standard operating procedures

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)