Job Summary

Monitor and control all delinquent retail accounts and take appropriate action of recovering monies owed to the Bank by negotiating workable repayment plans with customers in arears, within pre-determined policy rules and laid down strategies. The overall objective of the role is to ensure customers repay their debts in full

Job Description

Monitor and control all delinquent retail accounts and take appropriate action of recovering monies owed to the Bank by negotiating workable repayment plans with customers in arrears, within predetermined policy rules and laid down strategies. The overall objective of the role is to ensure customers repay their debts in full

• Manage the default book to achieve financial targets supporting overall collections goals and objectives
• Undertake recovery on all high value classified accounts and ensure customers pay in full and, if possible, maintain the customer relationship
• Ensure customers whose accounts are written off are contacted. This may take the form of written important notices, by direct telephone contact or formal meetings as well as field visits
• Provision of daily management information (MI)
• Adhere to service level agreements with all service providers
• Send out demand notices/letters to all defaulting customers
• Compilation of various returns as required through the assimilation of information available within the Recoveries team
• Conduct calls as per policy and keep record of the assessment sheets
• Manage day-to-day operations of engaging customers to normalize the accounts
• Execute controls and complete daily checklists
• Ensure adherence regarding attendance, compliance, customer, or account escalation
• Perform quality evaluation and coaching
• Conduct Reviews on collector WIP and prioritisation of accounts
• To maintain a green Audit in all areas of the team
• Be prepared to take up additional duties plus any other duties that may be provided by the Line Manager from time to time.s to ensure compliance with policies and procedures 

Education

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

• Monitor and control all delinquent retail accounts and take appropriate action of recovering monies owed to the Bank by negotiating workable repayment plans with customers in arears, within pre-determined policy rules and laid down strategies.
• Manage the default book to achieve financial targets supporting overall collections goals and objectives
• Undertake recovery on all high value classified accounts and ensure customers pay in full and, if possible, maintain the customer relationship
• Ensure customers whose accounts are written off are contacted. This may take the form of written important notices, by direct telephone contact or formal meetings as well as field visits
• Provision of daily management information (MI)
• Adhere to service level agreements with all service providers
• Send out demand notices/letters to all defaulting customers
• Compilation of various returns as required through the assimilation of information available within the Recoveries team
• Conduct calls as per policy and keep record of the assessment sheets
• Manage day-to-day operations of engaging customers to normalize the accounts
• Execute controls and complete daily checklists
• Ensure adherence regarding attendance, compliance, customer, or account escalation
• Perform quality evaluation and coaching
• Conduct Reviews on collector WIP and prioritisation of accounts
• To maintain a green Audit in all areas of the team
• Be prepared to take up additional duties plus any other duties that may be provided by the Line Manager from time to time.s to ensure compliance with policies and procedures

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