Job Purpose

To collect and recover on overdue accounts through telephonic collections; written communication or through external collection agencies / attorneys; so as to achieve Nedbank’s strategic objectives.

Job Responsibilities

• Follow up on past due accounts by contacting clients as reminder.
• Manage work allocation to external collection agencies by monitoring performance and adherence to service level agreements and internal compliance requirements.
• Monitor cost-to-recovery ratio of external vendors by tracking their recovery processes and litigation.
• Arrange repayment schedule by evaluating client’s financial status.
• Build relationships with internal stakeholders through formal and informal information sharing and feedback.
• Build and manage relationship with external stakeholders through formal and informal information sharing and feedback.
• Manage portfolio by tracking performance and reporting on recovery on monthly basis.
• Utilise resources within target levels by limiting stationary use and personal telephone/internet/social media use.
• Manage quality and quantity of portfolio by checking accuracy and adherence to policies, procedures and standards.
• Ensure stakeholder/vendor compliance to guidelines by monitoring milestones against timelines.
• Mitigate risk by complying to legislative requirements, policies and procedures.
• Identify inefficiencies and shortcomings in processes by identifying areas of improvement based on systems, client and vendor feedback, legislation and industry trends.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.
• Understand and embrace the Nedbank Vision and Values by demonstrating the values through interaction with team and stakeholders.
• Ensure that own contribution and participation contributes to the achievement of team goals.
• Create and manage own career through guidance and support of management, department and colleagues.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure knowledge management, continuity and team success through constructive participation in a diverse team and sharing knowledge with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate social responsibility initiatives for the achievement of business strategy (e.g. training/awareness on digital forensic examination to external parties on pro bono basis).
• Identify opportunities to improve or enhance processes by identifying and recommending improvements to tools, policies and procedures to add value to Nedbank.
• Add value to Nedbank by identifying opportunities to improve or enhance processes through identifying and recommending improvements and supporting implementation of tools, policies and procedures.

Minimum Experience Level

• 1-3 years experience in credit collection and recovery
• 2 years preferably have been in a banking/financial environment

Essential Qualifications – NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Diploma / Degree in Credit Management, Paralegal qualification / Business Management qualification.

Technical / Professional Knowledge

• Administrative procedures and systems
• Data analysis
• Microsoft Office
• Relevant regulatory knowledge
• Business writing skills

Behavioural Competencies

• Building Customer Loyalty
• Communication
• Continuous Learning
• Decision Making
• Managing Work
• Quality Orientation