Inbound/Outbound Collections Officer (Forbearance) at Absa

Job Summary

• To manage customer debt through effective and efficient collections tactics in order to minimize 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

• The purpose of the role is to manage customer debt through effective and efficient collections tactics in order to minimize the loss to Absa. This will involve negotiating repayment from customers with the objective of rehabilitating customer accounts, before they deteriorate further into delinquency.

Key Accountabilities 

Accountability: Negotiating payments and minimizing loss

• 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 optimisation 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

Accountability: Business Processes and Governance

• Adhere to all Company Policies and Procedures as outlined in the Absa Bank
• Credit Risk Model etc.
• Fulfill the requirements of and comply with 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 time frame.
• 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.

Accountability: Maintain Customer Service

• 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.

Accountability: Team Work Weighting

• 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.

Education and Experience Required

• Matric or equivalent NQF level 4 qualification
• Relevant National Diploma/Higher certificate or equivalent NQF level 5 qualification preferred
• At least 3 (three) years Collection experience in a Banking or Financial Call Centre environment
• At least 3 (three) years experience in a customer services/facing role
• Forbearance knowledge such as policies and procedures of Forbearance loans
• Product knowledge and experiences in personal loans, student loans and cheque accounts.

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

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised