Wednesday, November 4, 2020

New Job Vacancy at ABSA Bank Limited South Africa - Inbound/Outbound Collections Officer

  AjiraLeo Tanzania       Wednesday, November 4, 2020
ABSA Bank Ltd South Africa
Jobs27 | South Africa Jobs 2020: New Jobs Vacancies at ABSA Group Limited-  South Africa, 2020
Jobs27 | South Africa Jobs 2020
About Us 
Truly African
We are a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance.

Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.
Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.

We own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in Tanzania and National Bank of Commerce), Uganda and Zambia. We also have representative offices in Namibia and Nigeria, as well as insurance operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and Zambia.

Position: Inbound/Outbound Collections Officer (Everyday Banking Call Centre)
Location: Johannesburg
Bring your possibility to life! Define your career with us
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Free CV Writing and Download, Cover/Job Application Letters, Interview Questions and It's Best Answers plus Examples. Click Here!

Job Summary
To manage customer debt through effective and efficient collections tactics in order to minimise the loss to Absa. This will involve negotiating repayment from customers with the objective of rehabilitating customer accounts, before they deteriorate further into delinquency.

Job Description
Key Accountabilities
Experience Required:
The success of everyone at Absa is measured by our ability to put our customers at the center of everything we do.

To achieve this you will need the following:
  • Agree collections targets on a monthly basis with the Team Leader in line with portfolio and product targets as communicated by Customer Value Management.
  • Meet the minimum productivity requirements for calls on a daily basis to ensure optimization of the collections function and achievement of the monthly collection target.
  • Manage customer accounts and calls by logging on to and updating the relevant collections systems including Megallon and Avaya.
  • Use the appropriate collections scripts and other tools available to verify clients’ 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.
  • For more complex accounts, analyze customers' account history and provide the customer with a recommendation on the appropriate options available (e.g. account restructures in the case of arrears amounts on multiple products and/or refer the customer for debt review/counselling) to rehabilitate their account. These recommendations need to be aligned to the requirements as outlined in the Restructuring and/or Re-Age Policy.
  • If no solution can be negotiated, calls must be escalated to the Team Leader for assistance. Update the OCS 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
  • Adhere to all Company Policies and Procedures as outlined in the Absa Bank Credit Risk Model etc.
  • Fulfil the requirements of and comply to all relevant Acts and Statutory requirements e.g. the National Credit Act.
  • Identify fraudulent accounts and escalate these concerns to the Team Leader
  • Adhere to internal systems access control policies at all times and report any irregularities to the Team Leader or relevant party.
  • Adhere to the internal code of conduct at all times and report any irregularities to the Team Leader or relevant party.
  • Complete all compulsory training within the required timeframe.
  • Contribute towards an audit rating of sufficient or better by compliance to internal processes, policies and procedures.
  • Timeously route all administrative work to the Administrative support team for processing according to the relevant process and procedures.
  • Acknowledge and resolve customer dissatisfaction at first point of contact wherever possible. When necessary, source the assistance of the Team Leader to support in resolving the dissatisfaction.
  • Ensure customer satisfaction is achieved and the retention of the right profile client is maintained by behaving in a professional manner 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.
  • Appreciate and respect all team members and Team Leaders as well as participate in celebrating team/ SBU successes
  • Display the Absa Values with all team members 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.
  • Utilize the Team Leader, on an on-going basis, as a coach to help improve current collection skills.
  • Actively support change initiatives within the team or larger SBU and suggest possible areas of improvement to the Team Leader as and when these are detected.
  • Encourage team work and assist other team members when able to do so.
Read Also:

Education and Requirements:
  • Matric or equivalent NQF level 4 qualification
  • Banking Diploma/Certificate in Banking or equivalent NQF level 5 qualification is preferred
  • At least 1 - 2 year/s relevant experience in a Collections Banking environment
  • Experience in a Collections Contact Centre
  • Experience in a customer services/facing role
  • Experience in a Financial and/or Retail Services institution

Knowledge & Skills:

  • Excellent communication - able to follow the collections scripts and calm irate customers down.
  • Service Excellence - dealing with customers regarding potentially complex financial / emotional situations and ensuring that situations are effectively resolved to the benefit of the business and the customer without escalation to team leader.
  • Influencing Others – understand individual complex situations for customers in order to identify the most appropriate repayment terms and ensure maximum revenue for the Bank
  • Negotiation – effective negotiation of repayment terms to ensure debt is repaid as quickly as possible whilst ensuring affordability to customer’s circumstances
  • Target Driven – working within a fast paced, structured environment with a desire to exceed set targets and develop knowledge and skills within Collections.
  • Team Player - offer support and advice to fellow team members and contribute to a positive working environment within the department.
  • Resilient – able to deal with customers who may be distressed and remain calm in confrontational situations
  • Self-Development – takes ownership for self-development opportunities to improve performance
  • Adaptable to Change – able to adapt to a changing environment where business needs are regularly assessed according to the market and customer behaviour.
  • Basic computer literacy - MS Office, Excel

Key Performance Areas:
  • Delivering results and meeting customer expectations
  • Deciding and initiating action
  • Following instructions and procedures
  • Persuading and influencing
  • Analyzing

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Deadline: 06th November, 2020.

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