Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value.
Job Details
Risk Management: Understanding all risks – from the economic to the political – that could affect our global business, and offering guidance to all parts of the bank
Job Purpose
The Rehabilitation and Recoveries Administration area is responsible for the total administrational support of accounts, as well as providing superior Customer Service across the Collections and Recoveries cycle. This area must ensure that all administration functions are performed correctly and within the required turnaround times. The successful execution of these actions will ultimately reduce the value of balances and overdraft facilities in arrears / excess, increase customer experience and ensure compliance with certain Group policies and CBK Regulations.
Key Responsibilities/Accountabilities
- Administration Support Functions
- Vendor Invoices – Reconciliation and posting of entries
- Insurance Premium Finance (on-Stanbic assets) – Manage Policies in arrears; termination of Policies; liaison with Insurance Companies
- Insurance Premium Finance (Stanbic assets) – Manage Policies in arrears; liaison with Insurance Companies; load VAF accounts
- Attend to and action all R&R related correspondence
- Reporting of restructures to management, CBK including Credit Bureau information listings
- Apply set-offs to arrear accounts daily as per requests from Branches, relationship managers and R&R
- Process accounts to be written-off as and when requested; obtain reports and pass various entries
- Assist with obtaining customer information from data-store for Skip-trace purposes
- Compile listings of Small Balances and arrange clearing via Operations department
- Populate address, Balance and Arrears detail on Arrears Notices and Demand Letters Templates and disseminate
- Lodge claims in respect of Disability, Retrenchment and Death and perform required follow-up
- Attend to Customer requests and queries emanating from e-mails, Incoming Calls, Branches and R&R referrals
- Populate templates and disseminate Letters queued from the E-Collections system
Measures:
- Administrational support quality: Satisfactory Rating; Customer complaints; Stakeholder feedback
- Turnaround Times – P-NPL administration support: Productivity standards met; Backlogs
- Turnaround Times – NPL administration support: Productivity standards met; Backlogs
- Turnaround Times – Recoveries administration support: Productivity standards met; Backlogs
Preferred Qualification and Experience
- First Degree in Commerce/ Finance/ Accounting
- 1-2 Years experience in Collections Administration in the Retail Sector or Clerical experience in a Bank, Finance department or Service Industry
Knowledge/Technical Skills/Expertise
Technical Competencies
- Handling Difficult Calls
- Query Resolution
- Active Listening
- Business Administration Skills
- Verbal Communication
- Email Monitoring
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