Collections Officer

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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

Ensure actions are taken to recover monies owed by negotiating repayment plans with customers in arrears, following policies and strategies to ensure full repayment.Job Description

• Ensure actions are taken to recover monies owed by negotiating repayment plans with customers in arrears, following policies and strategies to ensure full repayment.
• Support collections goals by managing high-value accounts for Absa Loan, Scheme, Credit Cards and Mortgages ensuring repayment, and maintaining customer relationships.
• Reach out to customers with delinquent accounts via written notices, phone calls, formal meetings, or field visits, and maintain regular communication to normalize accounts.
• Provide daily MI to track performance and report on delinquent account statuses.
• Generate detailed reports on collections, recovery activities, performance metrics, and account statuses for stakeholders. ·
• Complete daily call browsing reports to review the effectiveness of customer contact and collection efforts.
• Prepare and evaluate weekly call reports to assess call quality, collector performance, and customer interaction.
• Ensure compliance with service level agreements with service providers and send demand notices to defaulting customers.
• Compile returns based on information from the Recoveries team. · Conduct calls in line with policy, track collector performance, and maintain records of assessments, calls, Promise to Pay (PTPs), follow-ups, and KPTP.
• Manage daily operations to engage customers, complete necessary controls, and finalize checklists.
• ·Review and prioritize Work in Progress (WIP) to optimize collection outcomes.
• Ensure compliance with audit standards and that all reports/processes align with audit requirements.
• Ensure proper system allocation of accounts and monitor collector productivity.
• Efficiently manage incentive programs to align with team performance. · Manage the legal recovery process, issuing demand letters to customers, and negotiating payment terms (either upfront payment or repayment arrangements).
• Be prepared to take on additional duties as assigned by the Line Manager

Education

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