Job Details
Collection Officer
ANSA Merchant Bank, Financial Services
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Primarily responsible for ensuring that delinquent and overdue accounts are updated in a timely manner. Identifying the root cause of the delinquency and applying corrective measures to update and rehabilitate delinquent accounts through different payment options, ensuring prompt contact and consistent follow-up with all customers in arrears, to minimize any negative impact on the overall arrears portfolio and financial performance of the Bank.
| KEY RESPONSIBILITIES AND STANDARDS | |
| 1. Contact customers and consistently follow-up on all assigned delinquent accounts | Determine the root cause of the delinquency and apply corrective actions / recommendations to rehabilitate the accounts. In the event the account cannot be rehabilitated, the Collections Officer must provide instructions to have the asset repossessed. Portfolio Assigned: Loans Reporting in the below Overdue Categories: 1-30 Days31-60 Days61-90 DaysOver 90 DaysPre- and Post- Repossession & SalePre-Legal |
| 2. To capture all interactions, payment options, and collection activity in the Collection’s Module concisely and accurately to ensure all reports generated will be up-to-date | Reports are generated monthly. |
| 3. Contact clients with ACH rejects and NSF cheques for outstanding payments. | To provide reports as required. |
| 4. Customer request and queries | Handles customers’ request and queries via the CX Portal, email and walk-in customers within the established timeframes, with minimum referral to the Supervisor. |
| 5. Ensure all relevant arrears letters and payment arrangements are documented, saved, and dispatched in a timely basis, as per Collections Policy Manual. | Identify accounts and ensure that the relative letters are dispatched on a timely basis. |
| 6. Handling Settlement of Insurance Claims pertaining to Portfolio assigned | Prompt turnaround time of Claim cheques to effect repairs. Effective follow up of shortfalls after settlement cheques are applied. |
| 7. Effect refunds to clients | Prompt and efficient handling of refunds to clients and also provide clients with updates on the stage the refund is at. Follow up with manager/supervisor on refund issued. |
| 8. Prepare Memos to: a) Settle closed accounts. b) Transfer funds c) Adjust balances | Promptly prepare AVO’s to close settled accounts and stop ACH from pulling. Ensure transfer of funds and errors on accounts are promptly corrected. |
| 9. Prepare Statements and Letters at client’s requests. | Prepare statements and letters within three days of receipt of client’s requests. |
| 10. Reconcile customer’s accounts & solve queries | Perform reconciliation of client’s accounts in a prompt and efficient manner to solve queries with missing payments and arrears. |
| 11. Handle incoming calls from clients | Courteously and efficiently answer in-coming customer calls and queries in a professional and prompt manner so as to provide excellent customer service. |
| 12. Sundry duties assigned. | Perform sundry duties that are assigned. |
EDUCATION AND EXPERIENCE:
- Minimum 5 O-Level /CSEC passes
- Bachelor’s Degree in a business related field.
- Three years working experience of which at least two should be in the field of Collections.
- Working experience in Banking /Financial Institutions will be considered an asset.
- Equivalent combination of qualification and experience
BUSINESS/TECHNICAL SKILLS REQUIRED:
- Experience and proficiency in Microsoft Office applications with particular emphasis on Excel, Word & Outlook
- Proficiency using information systems
PERSONAL CHARACTERISTICS:
- Strong organizational and time management skills
- Ability to work in a confidential environment
- High degree of integrity and commitment
- Professional demeanour and grooming
- Ability to work with minimal supervision is essential
- Must be able to adhere to timelines and set deliverables
- Excellent oral and written communication skills
- Strong numerical orientation
- Excellent analytical and problem-solving skills
- Strong detail orientation to ensure accuracy in all operations
- Good interpersonal skills and team orientation
- Team Player with excellent interpersonal skills and member service skills
- Proactive approach
- Ambitious & accountable for achieving or surpassing assigned performance targets
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