Collections Officer: Inbound - Outbound

Key responsibilities

Key Accountabilities:

• 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 delinquent /out of order accounts, obtaining a PTP for the required amount due. 

• Refer customer requests to the relevant admin department for actioning.
• Maintain 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 customer.
• Comply with product specific policies and procedures.

• Avaya/Ninzi-dialler on-line hours as specified per product area.

Key performance measure

• Key performance measures are indicators of whether key responsibilities are being achieved.
  • Call Quality
  • First Time Call Resolution
  • Participates in training curriculum
  • Absenteeism and Late coming
  • Utilization
  • Sign-on duration 6.5 hours
  • Talk time
  • Wrap time
  • RPC Rate
  • Connects per hour
  • RPC’s per hour
  • PTP’s per hour
  • PTP to RPC rate
  • PTP kept %
  • Rand Value Collected
  • Any new initiatives to improve Efficiencies

Qualifications

• Grade 12

Knowledge

Knowledge

• Business Knowledge (Level 1)
  • Understands the broader business environment in which they work from sector, organisation, and role perspective.
  •  
  • Risk Management (Level 1)
    • Timorously identifies and manage risk within their area influence using policies and procedures.

Experience

• 1-3 Years collections experience, preferably in the Credit or Collections environment.  Call Centre experience an advantage.

Technical Competencies

• 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

Problem solving, planning and decision making

Problem solving

• Refer to mentioned competencies

Planning

• Specify the maximum period the job holder has to plan ahead for.  This refers to the broadest business or strategic plan.  Note:  for top management, this period will normally be no longer than 5 years.
• Specify length of the micro phases/time periods that macro planning is divided into.

Decision making

• Refer to mentioned competencies

Budget and costs

N/A

Organisation structure

Working conditions

• Non-flexi staff will not be required to work weekends and public holidays.
• Flexi staff will be required to work according to the schedule rolled out by workforce management. (170/130 hours)

Physical requirements

• N/A