SUMMARY:
Must come out of a strong Customer Service background, Excellent communications skills
POSITION INFO:
Position based in Kloof (Durban)
Main Purpose of the Job:
To minimize customer risk by gathering, analysing and sharing all relevant market, risk, debtor and financial information to identify possible risks to the customer and suggesting mitigating actions in order to gain trust and enhance self-confidence and the companies’ Reputation. To find ways to sufficiently add value to clients through knowledge and implementation of the companies’ full-service product.
Key Performance Areas
- Customer Satisfaction and value add
- Effective Operations
- Product Knowledge
- Employee Engagement
- Support structure to DRS’s
- Reporting
Organizational Relationships
Accountable to: Regional Credit Risk Advisor, Senior Credit Risk Advisor, Regional Directors
Accountable for: Assistant Credit Risk Advisor and / or Senior Debt Recovery Specialist, Debt Recovery Specialist
No of staff: 1-2
Liaises with: Internally: All staff
Externally: Clients, Contractors, service providers, Insurers, strategic partners
Authorities and Dimensions
Financial: Obtain authorization for travel, accommodation, entertainment and motor vehicle maintenance expenses within budget requirements.
Assets: Laptop, vehicle, Dictaphone, cell phone
Position Requirements:
Qualifications: Financial, economic, law or business management degree or diploma
Experience: Three to five years’ experience in a business being exposed to all financial facets and risks associated with trading. Debtors and creditors exposure. Experience at a managerial level will be an advantage. Experience dealing with Credit Insurers will be an advantage.
Competencies: Analytical
Attention to Detail
Problem solving
Dealing with pressure
Conflict handling
Resilience
Communication skills
Interpersonal Skills
Tenacity
Computer skills
Core Accountabilities and Responsibilities
Management Motivation & Leadership
Ensure operational Excellence
Support coach others where needed (ACRA, SDRS, DRS)
Builds trust through open communication
Enable direct reports to do work through teaching them, taking ownership and allowing views to be questioned
Define work to the extent that others feel positive about the assignment
Use information obtained from monitoring to provide constructive feedback
Collaboratively establish goals
Use development plans in order to enhance performance
Understand what drives the achievement of goals
Organising and Planning
Plans have a time span of 1 month to 6 months
The use of m-files to assist in planning and organisation (dashboards, views etc, assignments etc)
Direct and plan work for others for your SDRS or DRS.
Plans focus on customer service and satisfaction
implementation of team goals and setting of personal goals
Effectiveness and Delivery
Identify problems recognize the causes within a reasonable period and identify potential solutions.
Judgment is based on theory and analysis
Actively analyse before taking decisions
Decisions are around technical areas
Create solutions at a process level
Consider implications of decisions made
Able to assess the subjective vs the objective
Meeting deadlines
Bottom Line Focus
Accountable for ensuring quality of own work and work of SDRS or DRS
Resolution of operational problems in order to enhance efficiency
Work within governance
Individual contributor
Understands basic financial principles income and expenditure
Understands the concept of the value chain
Sensible use of company resources
Initiative & Innovation
Operational delivery
Efficiency
Initiate resolution of operational issues
Meets required standards
Meets deadlines timeously
Tries to exceed own performance results
Takes action on tasks without being asked to do so
Recommends new creative ways to improve process
Contributes new ideas
Suggests new ways for improving workflows and productivity
Client visits – Value Add
The following stakeholder visits should be utilised to ensure business continuity and up to date information regarding status:
Debtors’ meetings
Security negotiation
Collection of debt visits
Attorneys marketing meetings meetings with insurers, to be accompanied by Senior Advisor, Regional Advisor or Regional Director
Motivation of higher insurance limits
Business Rescue Meetings
Liquidation Meetings
Bonds and Guarantee meetings to be accompanied by Senior CRA
Marketing presentations
Presenting trade debtor insurance options
During the above meetings actual and potential major issues regarding risk should be identified and reported to the Senior Credit Risk Manager, Regional Advisor or Regional Director.
Determine intervention required in conjunction with Senior Credit Risk Manager, Regional Advisor or Regional Director.
Report on matters being handled both inhouse and via Attorneys, liquidators, Business Rescue Practitioners etc.
Manage operations
Set up monthly meetings with clients
Encourage clients to have new accounts vetted through BCB
It is expected that you are able to provide market intelligence at meetings with your clients (the added value)
Determine which debtors owe in excess of the established credit limit, especially if insured
Establish what is being done to collect those accounts over term
Recommend security where necessary (i.e. New business for substantial limits)
Assist with the recommendation for pre-legal action
Assist with credit insurance claims
Establish possible needs for strategic partners products and refer accordingly
Identify potential new clients for all THE COMPANY products and strategic partners and request assistance to convert, if necessary
Service clients and clearly identify risk issues in all spectrums of THE COMPANY service offering including strategic partners.
Management of all aspects of the client’s account and monitoring of the account to ensure quality of service provided.
Accountable for the contribution and effectiveness of the operation within area of responsibility through adherence to operational procedures.
Ensure the attainment of all specified standards within procedures.
Must be able to identity all possible clients of THE COMPANY core products and strategic partners to understand the wider impact of actions taken within the business.
Must have a good understanding of all cost implications and benefits of all THE COMPANY services and strategic partners.
Apply an understanding of the basic service offering to contractors.
Do basic sales presentation to clients utilising knowledge regarding products and services.
Minutes of meetings
Provide Typist with the relevant information to do minutes for a meeting held.
Ensure that completed minutes reach the client within 48 hours of meeting time
Dictate and type notes file and minutes as and when required.
Ensure minutes are in the correct format
Maintain hitlist
Update the hitlist on a monthly basis on M-Files
Ensure that the hitlist include client requirements and action items.
Visit debtors to endeavor to determine risk
Obtaining work in progress / contracts on hand Assess ultimate risk
Obtain Annual Financial Statements / Management Accounts Must be able to assess / interpret on site with the debtor present and make decision there and then whether you are happy with the risk or clarify any items in the financial statements about which you are uncertain – clarify on site
Advise the debtor whether their financials “stand up” and if they don’t, determine what security is available and get the documents signed there and then.
If AFS / MA taken, to assess and communicate to BCB and file on M-Files
Obtain security if risk is unwarranted without.
Assess any need for strategic partnership products.
Ensure that you have quick access to the following security documentation:
Sale Agreement
Deed of surety ship
Cession & Pledge
Acknowledgement of debt
Acknowledgement of correctness of account
Direct cession
Add a note to file on M-Files that provides clear details about the status quo with regards to that specific client. This must be done within 24 hours. Refer note to file requirements
Monitor impact on insurance policies
Policy Management
Apply knowledge of client policies and related pricing.
Request and compare quotes to determine the best options for clients in conjunction with the insurance manager
Analyse and understand policies i.e., policy review, claim reserves, claims ratio, salvage.
Must be aware and comply with all insurer’s deadlines.
Ensure that declarations are completed accurately and timeously
Train clients on CreFgalink and SSI Broker portal as and when required.
Compile a policy review report for feedback purposes as and when required.
Conduct a policy review presentation to provide input regarding cover, possible risks, etc.
Assist in gross exposure reduction by assisting in getting information to motivate higher cover or cover at all
Apply understanding of maximum liability.
Applications
As and when a debtor requests a limit all relevant information must be requested from the debtor to enable a thorough assessment.
Apply knowledge regarding the impact of special conditions and advise clients accordingly
Assess the situation when lower limit given and find possible solutions for cover to be granted including suggestions not mentioned on the annexure.
Identify solutions to obtain limits and not just accept outcome with CGIC / SSI
THE COMPANY Recoveries – pre-legal process
Claims
Identify when a claim needs to be lodged and be able to advise the client of the process with confidence.
Deal with situations where a claim is rejected in a way that leads to a win-win for the customer and the service provider. Escalate such instances to Management.
Deal with rejected claims effectively.
Must understand claim payout process and time frames for the claim to be paid and be able to calculate payout amount.
Check indemnity proposal on claims and confirm it is correct and advise client to accept or not.
Determine which clients are insured from a debt collection perspective.
Fully understand and ensure compliance of the insurance timelines for debt collection and lodging claims deadlines from insurers.
Apply understanding of how CGIC''s and SSI’s collection division and mitigation department operates at all levels of authority and escalation channels.
Meet with CGIC / SSI to discuss progress on collection matters or to address clients concerns when they arise.
Apply an understanding of THE COMPANY''s internal process between Insurers, THE COMPANY collection division and THE COMPANY consultancy in order to ensure effective management of stakeholders.
Provide relevant motivation to CGIC / SSI on why a certain course of action has been decided on relating to a collection file.
Identify if a CGIC collection should go to THE COMPANY collections or be handled by THE COMPANY consultancy and manage the dynamics accordingly – refer to RCRC
Manage and report on debt recovery files
Pre-Legal
Monitor debt collection for clients and intervene as required.
Follow up on outstanding payments for THE COMPANY services
Apply and understand during interaction with clients regarding the legal process and time frames as well as how the legal process operates.
Advise the client on the best legal process and course of action to recover the debt.
Analyse the client’s paperwork and advise on suggested legal course of action.
Update M-Files collection package to ensure constant and real-time recording of all matters.
Take action based on receipt of the LAA (legal action advice) form.
Send the necessary demand and record it and then follow up telephonically to obtain some explanation why the customer has not paid.
This might mean visiting the customer to re-schedule the debt (i.e. obtain an acknowledgement of debt supported by securities) and then following up to ensure the customer pays as per the re-scheduling arrangement so it is not necessary to hand over.
Verify correctness of all securities that are held, the correct debt owed and the period of supply so as to avoid any possible later dispute.
Comply with the notice and conditions required to adverse list the delinquent.
Communicate with the client on a regular basis.
Utilise M-Files for all transactions
Legal – Handover to Attorneys
Obtain regular updates from Attorneys and Credit Insurers.
Hand relevant documentation over to attorneys in the case of insolvency and liquidations.
In more complex legal matters, instruct attorneys or liaise with attorneys to optimize recovery. These are invariably on matters that are defended and are not the standard defaulting customers.
Ensure the correct steps are taken with legal matters, such as on undefended matters from summons to admin order and the normal costs applicable to each step.
Similarly, on defended matters, understand the required process from appearance to defend, to trial
Communicate with the client on a regular basis utilising M-Files at all times
Business Rescue / Liquidations
Apply an understanding of the liquidation process and business rescue time frames.
Attend business rescue meetings and ask the relevant questions in order to establish any concerns with the existing plan.
Report on the viability of the business rescue from our clients’ perspective and negotiate better terms for our clients if need be.
Deal with Liquidators / Business Rescue Practitioners to optimize your clients claims (i.e. particularly if they are secured).
This will include submitting claim documents to Liquidators / Business Rescue
Practitioners on client’s behalf
