Collections and Customer Assistance Officer - Asset Finance at African Bank

MAIN PURPOSE OF THE JOB

• To interact and engage with both Clients and Suppliers, to understand their unique needs and find a resolution that ensures their satisfaction and retention and leaves a positive impression of African Bank.

MINIMUM EDUCATION

• Banking Certificate, Diploma or NQF level 5 equivalent qualification 

MINIMUM EXPERIENCE

• Minimum of two years’ experience in a sales/credit/legal support or similar role preferably in a banking of financial services environment.

BEHAVIOURAL ATTRIBUTES

• Banking and/or Asset Finance Industry experience
• Debtors Collections experience
• Good knowledge of the Asset Finance industry and South African Legislative environment 
• Attention to detail
• Advanced MS Office/Outlook/Excel skills 
• Excellent Communication Skills
• Able to work under pressure
• Solutions Driven / Problem Solving

KEY PERFORMANCE INPUTS / ACTIVITIES

Proactive Arrears Management 

• Ascertain if arrear account is a recourse deal and follow the recourse deal settlement process once confirmed.
• Action the Unpaid Debit Order File and engage clients to ascertain reason for Debit Order rejection solicit payment immediately.
• Action the broken PTP file and take the necessary action to collect arrears.
• Ascertain if arrears are technical in nature and rectify immediately.
• Engage customers and/or Suppliers to ascertain reasons for the overdue account status and solicit immediate payment or schedule an onsite visit.
• Agree and confirm payment arrangements/ and follow through until paid.
• Analyse reasons given for arrears and motivated for management intervention where relevant
• Issue arrear letters to customers
• Draw Credit Bureau reports to establish the credit worthiness of the client/supplier and whether other creditors are prioritized over African Bank

Formulate and Execute Risk Mitigation Strategies

• Top 20 Under Performing Loan Focus
• High Impairment Exposure
• High Arrears
• 1st Rental Instalment Default
• Customers listed on the Danger Report
• Commission and conduct on site visits with the customer/supplier to create the urgency to remedy the arrears and to prevent age deterioration.
• Determine factors for default. 
• List possible interventions for rehabilitations or escalation to Legal
• Provide Resolution recommendations.
• Follow through on the Recommendations to finality.
• Action monthly new roll ins

Delinquency Resolution

• Repayment arrangements/ PTP’s
• Proactive and timely Collections of arrears
• Track resolution to finality and monitor account until cured.
• where viable; engage the Account Executive for intervention. 
• No Viability to resolve or rehabilitate - Initiate handover process to Legal. 

High Risk Proactive Management

• Conduct site visits on Underperforming loans together with the Account Executive for the purposes of conducting financial assessments to solicit payment and/or possible escalation to legal department
• Request and conduct Financial Assessments write a report indicating the status of the account and the way forward

Customer and Stakeholder Management

• Ensure Adherence to Legislative requirements e.g. FICA, TCF, NCA, CPA etc.
• Communicate to customers as per the SLA through preferred contact channels 
• Proactively engage both internal & external stakeholders including Suppliers, as required in respect of allocated portfolio.
• Conduct customer/supplier arrear collections visi

Record Management and Reporting

• Maintain customer account information on the bank’s systems in line with the Bank’s current records management policy.
• Keep records of all correspondence with customers as part of record management and same be uploaded on the operating system
• Manage client files in terms of the Bank’s current Records Management Policy.
• Compile various reports as required for the different governance structures and obtain sign-off and approval from Management before sending out reports.
• Maintain the relevant systems as required.
• Ensure compliance to bank’s policies as well as legislation

Team & Business Support and Self Development

• Work closely with the other team members, colleagues, management and relevant stakeholders. 
• Attend team meetings and contribute fully, including suggestions for ways of improving client service and portfolio quality
• Manage own career and personal development
• Perform any other ad-hoc activities as per business requirements.
• Demonstrate behavior aligned to the African Bank corporate values

General Customer Assistance

• Maintain Customer detail information on the system.
• Manage customer document requests (Invoices, Statements, Copies of Contracts)
• Record Keeping