Job Purpose 

To perform collections functions focusing on minimising the forward roll rate of potential non-performing loans and increasing recoveries on the non-performing loans, with the emphasis on customer retention, education, and rehabilitation, through effective and efficient collections skills.
To handle customer enquiries and requests across all mediums (i.e., phone, e-mail, WhatsApp, Interactive SMSs, Chat etc.) accurately and within agreed service times and quality standards
To initiate customer collections engagements through available channels as listed above

Key Responsibilities
DELIVER WORK QUALITY STANDARDS

Provide efficient, professional, and quality service to customers aligned to customer centric values
Maintains a conversational flow during calls.                                   
Proactively educates the customer about self-service  options and appropriate self-service channels.
Owning the call to provide a solution to the customer's needs and reducing unnecessary transfers/handoffs
Compliance with Statutory, regulatory, and business requirements, to protect the reputation of the group and to avoid legal action / sanction in respect of regulatory compliance matters.
Telephonic Collections on arrear accounts with the intention to  obtain a realistic ‘Promise To Pay’ arrangement for the required amount due. 
Refer customer requests to the relevant admin department for actioning.
Maintain high call activity at agreed levels. 
Confirm / Update customer records.
Refer accounts to trace when no contact can be made.
Provide efficient and quality service to customers.
Comply with product specific policies and procedures.

RISK AND CONDUCT

Adheres to shift scheduling  & Average Handling Times aligned to business unit benchmarks and Targets
Achieves daily and weekly targets, by operating in an effective yet productive manner, through optimal usage of average handling time
Risk and Compliance:

Follow the relevant procedures, work instructions and business requirements
Disclose all relevant compliance requirements to the customer
Adheres to all relevant verification policies and procedure      
Knowledge: Accurate and relevant products' Knowledge and systems knowledge
Professionalism: Promotes and  reinforces  the image, brand, services, and products of Stanbic Bank at all times
Ownership: Owning the call to provide a solution to the customer's needs and reducing unnecessary transfers/handoffs  
Helpfulness and value: Ensure that on every interaction, prescribed call handling techniques are followed, and that the customer is left with a positive experience  
Emotion: Demonstrates a professional, respectful, and  positive attitude towards the customer  and colleagues by using  the appropriate language and tone  
Completion of all compliance training  - Inform and agree with the T/leader to ensure  All Compliance Training is completed on scheduled date (Network Next)



QUALIFICATIONS
Minimum Qualifications

Type of Qualification: Business Related Degree 

Field of Study: Banking, Business, Commerce 

Experience Required

1-3 Years collections experience, preferably in the Credit or Collections environment.  Call Centre experience an advantage.
System Usage(Level 1)

Use basic applications of a computer and other systems in support of business activity, help make decisions.


Product Knowledge(Level 1)
Understands the banks products per BU in order to attract and retain existing /potential customers

Preferred 

Data Analysis experience will be an added advantage  

ADDITIONAL INFORMATION
Behavioral Competencies:

Checking Details
Documenting Facts
Following Procedures
Interacting with People
Managing Tasks
Meeting Timescales
Producing Output
Resolving Conflict
Showing Composure
Taking Action
Team Working
Upholding Standards

Technical Competencies:

Active Listening
Difficult Calls Management
Legal Collections
Legal Compliance
Product and Services Knowledge
Recoveries
Workflow Management