80361185 - Officer, Rehabilitation

Job Description

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 ‘ P romise T o P ay’ 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 requirementsDisclose all relevant compliance requirements to the customerAdheres to all relevant verification policies and procedure Knowledge: Accurate and relevant products' Knowledge and systems knowledgeProfessionalism: Promotes and reinforces the image, brand, services, and products of Stanbic Bank at all timesOwnership: 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

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