Credit Officer ECM Credit Lending at Absa Group Limited (Absa)

Job Summary

• To conduct and ensure quality credit management principles within a credit officials mandate level, based on the Groups Credit Risk Model for Everyday Banking. To manage existing customer accounts by ensuring the normalization, rehabilitation, and education during the pre-delinquency stage for Cheque Overdrafts, Personal Loans, Credit Cards, Study Loans, Revolving Loans, Dormant, Islamic and Non-Resident accounts including Pay or No Pay decisions on Cheque facilities. This end-to-end process requires collaboration with various Business Units and stakeholders. The role has a strong Credit and Risk Management focus specializing in the existing account management process.

Job Description

Key Accountabilities:

Quality & Risk Management

• Demonstrate good knowledge of all Retail products.
• Manage and maintain the existing assigned product workflow by being proactive via timeous actions; needs analysis, quality manual pay/no pay decision making, limit decreases / once off repayments, arrangements, reductions on facilities and quality educational discussions per product including the alignment of fees, charges, and debit order etc. to ensure optimal account management whilst mitigating the risk.
• The core functions include performing high-quality overdraft reviews, to rehabilitate high-risk customers ensuring adaptability and flexibility in line with Absa’s risk appetite.
• Leverage a portfolio view of the customer through collaboration with other departments taking all components into account when making decisions.
• Where appropriate, interact with various business units and branch networks to help make informed decisions.
• Manage and maintain the existing assigned workflow by utilizing various systems /tools and strategies provided, to identify and mitigate the risk in the portfolio

Compliance and Process

• Be effective and efficient throughout the account management process by adhering to the developed policy and processes, adequately assessing risk whilst adhering to agreed turnaround times.
• Adhere to governance, regulatory and legislative requirements during execution of duties.
• Adhere to the ABSA general and Credit specific policies, processes, manuals, circulars, and call scripts (where applicable) to minimize risk to the Bank.
• Understand and contribute to the department’s reputation, credibility, and viability to ensure that all behavior is aligned to the Absa Values.
• Utilize feedback from performance discussions and Quality checks to demonstrate continuous improvement in quality and efficiency.
• Feedback and process issues to management, including where issues are found with the workflow tools or prioritization of accounts

Customer and Stakeholder Management

• Provide our internal customers (i.e., other internal business units) with excellent support and service
• Comply with the sunset rule when dealing with customers in Existing Customer Management Portfolio’s
• Balance the needs of our customers with the Bank's risk appetite to achieve the best possible outcome for both the client and the Bank.
• Effectively manage and maintain customer relationships in line with business quality standards.
• Acknowledge and resolve complaints at first point of contact wherever possible and report events to management.
• Demonstrate the willingness and ability to perform on the best level to ensure personal alignment to ABSA's values and vision of a Higher Performing Organization.

Teamwork

• Encourage all team members to perform in a similar manner, to meet all objectives and deliver outstanding performance on an ongoing basis.
• Attendance to team meetings and contribute fully, including suggesting ways to improve customer service and meet individual and team targets.
• Contribute to an environment of mutual support by sharing knowledge with other team members.
• Be part of the solution by identifying challenges and working together with the Team Manager to put appropriate actions in place.
• Escalate concerns or challenges in a constructive and positive manner.
• Be open to cross-skilling to enhance prospects

Personal Development

• Display leadership by taking ownership in the team and live the Absa Values (walk the talk).
• Coach and mentor peers through on the job training to ensure a transfer on knowledge and consistency in the ways of working.
• Comply with Human Resource policies and governance by means of Employee Self-Service.
• Ensure that an agreed personal development (PD) plan is in place to enhance own performance and development.
• Complete all compulsory training and attestations.
• Create a climate conducive for sustainable employee engagement, i.e. participating in the Employee opinion survey

Education:

• NQF Level 6 (Risk/ Credit Management)/ 3-year National Diploma/Higher Certificate
• 1 to 2 years credit management experience or similar
• At least three years' relevant banking experience

Key Performance Areas:

• Deciding and initiating action
• Analyzing
• Persuading and influencing
• Planning and organizing
• Following instructions and procedures
• Coping with pressure and setbacks
• Adapting and responding to change

Knowledge & Skills:

• Credit Risk Assessment / Management in a financial environment
• Intermediate computer skills
• Customer Orientation Level
• Verbal and written communication
• Networking ability
• The ability to adapt to continuous changes in the working environment
• Negotiation skills
• Assertiveness

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)