Agent: Collections - Business Banking at Capitec Bank

Purpose Statement

• To prevent losses due to bad debt and maximise client rehabilitation and retention through:
• Performing collections calls (inbound and outbound) on defaulting clients and negotiating repayment and/or settlement arrangements for arrear and/or excess amounts on business credit products.
• Providing support and service to designated stakeholders (internal and external) in full adherence with Capitec values and set targets, Service Level Agreements (SLAs), processes, policies and procedures.
• Delivering client service excellence and assist/action client query resolution.

Minimum

Experience

• 3 years business bank collections experience in financial services, and client service environment
• Contact Centre experience and/or function-relevant experience e.g. collections experience
• Experience in working in a target-driven environment

Ideal

• 3+ years business bank collections experience in financial services, and client service environment
• Client interaction and relationship management
• Liaising with 3rd party providers (role specific)

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal Or Preferred)

• A relevant tertiary qualification in Banking or Economic and Management Sciences

Knowledge

Minimum

• Sound knowledge of Debt Collection and client retention through correction of payment behaviour
• Understanding of Business Banking Collections
• General understanding of various forms of incorporations for businesses
• Working knowledge of Business Bank product offerings
• Understanding of client service/contact centre skills, knowledge and protocol
• General office, admin and information systems
• Relevant regulatory knowledge

Ideal

• General understanding of Commercial vs. NCA Credit
• Working knowledge (role specific) of prevailing legislation relevant to banking environment such as Financial Intelligence Centre Act (FICA), National Credit Act (NCA), Consumer Protection Act (CPA), and Protection of Personal Information Act (POPI)
• Capitec Bank policies, including:
• HR policies, disciplinary code and procedures
• KPA procedures and policies
• Adherence policies
• Capitec banking system
• Liaising with 3rd party providers

Skills

• Communications Skills
• Attention to Detail
• Problem solving skills
• Business writing skills
• Verbal Reasoning skills

Competencies

• Achieving Personal Work Goals and Objectives
• Delivering Results and Meeting Customer Expectations
• Working with People
• Persuading and Influencing
• Presenting and Communicating Information
• Planning and Organising
• Following Instructions and Procedures

Conditions of Employment

• Clear criminal and credit record