Job Purpose

To collect on arrear accounts with regards to defaults on monthly instalments to reduce risk and provisions, in line with Nedbank business strategy.

Job Responsibilities

• Recover funds on overdrawn accounts by collecting excess and balances on overdrawn accounts through contacting the client via telephone, emails, or sms.
• Make a repayment arrangement with a client telephonically that is in line with the Collections procedures.
• Contact clients telephonically using predefined collections scripts to recover arrears and rehabilitate the client through contacting the client via telephone.
• Set criteria with regards to the number of accounts that need to be worked on a daily basis.
• Ensure that commitments towards arrears are made and keep to arrangements and normal instalments.
• Rehabilitate delinquent accounts and reduce bad debt (risk).
• Analyse the client’s account to educate the client on how to manage the account in a way to avoid account incurring an overdrawn balance.
• Attend to customer concerns or arrangements (inbound calls) direct the clients’ queries to the relevant department for resolution.
• Instruct the branches to remove blocks and holds on savings accounts.
• Instruct the branches to effect reversal of honouring fees and unpaid charges as well as erroneous charges and fees on client’s accounts.
• Compliance or adherence to relevant policies, regulations and legislation.
• Adhere to turn around times in terms of reporting to both Management and to Clients.
• Adhere to the collection and escalation prosedures by following agreed standards and rules (e-mail, dress-code, telephone, leave, absenteeism polies).
• 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.

Essential Qualifications – NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Certificate: Call Centre , Matric / Grade 12 / National Senior Certificate

Minimum Experience Level

• 6 months customer service and call centre or retail

Technical / Professional Knowledge

• Administrative procedures and systems
• Data analysis
• Microsoft Office
• Relevant regulatory knowledge
• Business writing skills
• Compliance Knowledge
• Relevant Nedbank Human Resources policies and practices

Behavioural Competencies

• Building Customer Loyalty
• Communication
• Decision Making
• Energy
• Stress Tolerance
• Driving for results