Main Purpose of the Job
To appropriately action allocated accounts via various collections and recovery mediums, including telephone, digital, and field visits, to minimize our clients’ credit losses.
Key Responsibilities
• Timeous and adequate actioning of all accounts in the early arrears bucket using appropriate rehabilitation strategies.
• Conduct field visits to debtors’ premises where necessary to negotiate repayment, verify debtor information, and secure commitments.
• Ensure compliance with statutory, regulatory, and supervisory requirements to protect the reputation of the business support department and its principals.
• Adhere to our Business Support’s policies and procedures.
• Maintain and enhance customer service, treating clients firmly, fairly, and courteously in line with the Code of Banking Practice.
• Timeously refer all insurance claims, retrenchments, disabilities, deceased estates, insolvencies, tracing matters, and recommended repossession actions to the Team Leader.
• Ensure the normalization of accounts through astute negotiation within the set mandate with all types of customers.
• Prioritize high-risk accounts and ensure those carrying high provisions are worked on timeously.
• Carry out repossession of vehicles and other assets to protect our organization and our principals’ interests.
• Ensure documentation is in order when collecting or repossessing an asset.
• Report attachment of vehicles/goods by other creditors to prevent assets from being sold at
public auctions, which would result in losses to the principal.
• Follow up on customer queries and complaints.
• Work as part of a team, supporting colleagues and sharing best practices.
Key Performance Measures
• Achievement of monthly set targets in arrears reduction, balances, and the number of
accounts recovered.
• Roll rates not to exceed agreed targets.
• Promises taken as a percentage of contacts made to be in line with set targets.
• Promises kept as a percentage of promises taken to be in line with set targets.
• Contacts per hour and field visits completed as per agreed targets.
• Customer complaints handled effectively.
• Internal and external customer service ratings.
• Evidence of self-development.
Important Relationships
• Internal: Maintain supportive working relationships with all stakeholders internally.
• External: Maintain supportive working relationships with service providers, debtors, and regulatory bodies.
Problem Solving, Planning & Decision Making
• Problem Solving: Interpret, analyze, and evaluate data received from multiple sources.
• Planning: Ability to plan and prioritize activities within allocated time frames, including
scheduling field visits and repossessions.
• Decision Making: Apply sound judgment, think proactively, and take initiative within
limits of authority.
Knowledge, Experience & Personal Competencies
• Knowledge:
- Sound knowledge of Vehicle and Asset Finance products.
- Sound knowledge of relevant statutory legislation.
- Good knowledge of credit policies and procedures.
- Ability to negotiate effectively both in the office and during field visits.
- Experience: Minimum 1 year of exposure in debt management or recoveries.
- Experience in conducting field collections and repossessions.
- Computer literate.
• Personal Competencies:
- o Strong communication and negotiation skills.
- o Energy, drive, and resilience.
- o Well-spoken with sound telephone and field techniques.
- o Ability to work under pressure and handle large volumes of accounts.
- o Conflict management and customer-focused solutions.
- o Trustworthiness, integrity, and results orientation.
Qualifications
• Full Grade 12 certificate with credit or better in Mathematics and English.
• Bachelor’s degree in Law, Finance, Accounting, or equivalent.
• 1+ years in a law firm or financial institution, preferably in a credit or debt recovery
environment.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office.
Reports are reviewed manually. No action is taken automatically.