Job Purpose
Managing the recovery process and classification of accounts, this would involve dealing with delinquent customers and possible reschedule arrangements. That will take one of two forms (direct contact with the customer as well as the External Collection / recovery Agency)
Responsible for any other tasks / responsibilities within Retail Collections and Recovery Unit (if and when assigned by Head of Retail Collections & Recoveries)
Main accountabilities and approximate time split
Accountability: Performance, Risk Management, Control and Collections Time Split: 60%
· Ensure proper monthly domains distribution over collections agencies, and manage the reallocations between agencies
· Ensure setting proper monthly targets
Monitor and Control the delinquent retail accounts (Cards/PIL/Auto) which are handled by External Tele-calling teams and take appropriate action to normalize the position, within the determined policy rules and laid down strategies. The overall objective of the role is to ensure action is taken to prevent the account of rolling forward.
Ensure Identifying the delinquency reason and educate the customer when needed to reduce delinquency
Undertake the review of all monthly advances control reports, assessing the information therein and making recommendations regarding the strategy to be employed in ensuring that such delinquent accounts are returned to order within the shortest possible time.
The overall objective of the role is to ensure completion of appropriate and timely collection actions by collectors to prevent the account from rolling forward:
Undertake the review and action of delinquent reports by self and team
Employs established collections strategies within policy guidelines according to product Cards, Auto or PIL to ensure that out of order accounts are returned within the shortest time.
Ensure contact/visiting of delinquent customers whose accounts out of order, that will take the form of outbound calls
Adhere to service level agreement
First point of contact for customer complaints on delinquent accounts.
Support External Collections agencies in the capacity planning and in preparing the collectors
Working close to Product Collections Management.
Assure that legal procedures (raising and dropping legal actions) are accurately taking place for eligible customers.
Contact with customers when required. This may take the form of communication; telephone calls or face to face meeting in / out door.
Share the responsibilities of achieving Collections targets in terms of RAF, STP, and IMP.
Deal with customers request received from different bank channels and obtain the required authorization to agree short term settlement requests, abiding by suitable policies (as settlement policy).
Review and monitor external agencies commissions
Identify new, improved, and alternative ways of recovering debt
Participate in the Assessment and evaluation the performance and effectiveness of collections strategies to decide on best fit course of action. Propose, gain commitment to, and deliver strategies designed to increase debt collection levels.
Oversee the timely and appropriate remedial action on major poorly performing accounts within his/her her team.
· Ensure proper team productivity aligned with the agreed targets
· Follow up any customer service issue related to the delinquent account and ensure resolution
· Ensure maintaining and diaries all collection trails on the agreed system
· Escalate handling escalated cases from collections officers
Accountability: People Management and team work
Time Split: 40%
Constantly seek to improve the capabilities of team members
Lead the team to ensure that they are highly motivated and energized.
Embed world class customer service
Ensure proper visits calendar to touch teams
Support and adopt implementation of change initiatives
Participates in local events to support local needs , develop individual and team skills and raise the profile in the local community
Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
Share best practice with and provide feedback to the other Collections team members.
Provide advice and guidance to team members on interpretation of policy and procedures.
Develop and agree individual performance objectives, standards, and targets with all direct reports.
Conduct regular review of performance against agreed objectives and monitor performance.
Provide on-going coaching, counselling, and feedback to the team.
Manage team workflow and resources.
Identify staff training and development needs and populate development plans in their PDs accordingly.
Technical skills / Competencies
Skills required undertaking the role:
Leading & managing skills
Communication Skills.
Numeric Skills.
Good Interpersonal Skills.
Ability to effectively work within a team.
Analytical Skills.
Self-starter with strong drive to perform.
Knowledge, Expertise and Experience
Knowledge, Qualifications/ Experience:
Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the bank products, services and policies.
Essential
· Basic knowledge of the
Bank customer service standards.
· Good understanding of the bank lending policies, principles and procedures.
· Good understanding of litigation process.
· Basic risk Managements techniques
· Debt recovery techniques.
· Negotiation skills.
Preferred
· 2 – 3 years of experience in a similar position.
· Retail
Bank relevant experience
· Any extra post graduate certificates would be a plus.
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