Latest Job Opportunities at Absa Bank Limited

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Credit Policy Analyst

Job Summary

  • To effectively support in developing strategies throughout the credit cycle including prospect targeting and acquisition, exposure management, customer marketing, collections, and recovery. This also includes ensuring successful score card deployment, implementation, and performance tracking, building, and tracking test cases, Sampling responsibility to ensure credit quality is maintained as well as Perform portfolio quality reviews.
  • To support the Head of Retail Credit risk in building monthly Scheme portfolio reports, forbearance and appeals & dispensation reviews, limit reviews as well as annual reviews as and when required. Additionally lead the Macroeconomics section in the department by circulating highlights in the news affecting the portfolio, monthly economic reviews, sector analysis as well as competitor analysis on the retail credit risk portfolio

Job Description

Key accountabilities/Deliverables/Outcomes

Development of Risk Management Models (Time Split 20%)

  • Design and development of effective credit risk management models for the mobile lending product
  • Design and development of application and behavioural scorecards for different products/markets portfolio
  • Definition of a credit strategy for each portfolio to optimize portfolio profitability.
  • Continuous research and testing to assure effectiveness of the credit risk models and tools.

Execution and Maintenance of Risk Management Models (Time Split 30%)

  • Execution and maintenance of these credit risk models to optimize profit.
  • Review and underwrite credit strategies that may require subjective input.

Portfolio Monitoring (Time Split 30%)

  • Portfolio monitoring to identify trends and mitigation strategies to achieve target credit risk metrics.
  • Define and manage a portfolio management strategy that assures compliance to performance metrics.
  • Preparing monthly macro-economic reviews on the exchange rate, inflation, interest rates and other factors affecting the economic environment
  • Carrying out regular competitor analysis with regard to products and financials
  • Regularly updating the macro-economic library in view of the required Sectors intelligence and regulatory landscape
  • Co-related portfolio performance and macro-economic environment

Quality Assurance (Time Split 20%)

  • Contribution to the product development to assure quality is integrated to product design.
  • Contribute to product and process design and development to build quality at design.
  • Contribute to Sales strategies to positively influence the target population and product uptake

Role/person specification

Preferred Qualification   

  • A bachelor’s degree in a maths/statistics/economics/ operations research related field
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Preferred Experience

  • Proven excellent presentation skills.
  • High analytical ability

Knowledge and Skills     

  • Proven experience in performing data analysis using a standard statistical package such as SAS (preferred) or SPSS
  • SQL to perform data analysis and come up with conclusions

Education

  • Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

Business Process Analyst

Job Summary

  • Provide business support in process evaluation, documentation, procedure writing and process mapping.
  • Provide expertise for process improvement and implementation of strategic Business solution aimed at streamlining productivity and increasing customer satisfaction.

Job Description

Key Accountabilities/Deliverables

Procedure Documentation and Process Mapping: Time Split – 70%

  • Document Procedure Manuals and Design Process Maps that cover end to end customer journeys and ensure that they:
    • Have the required information captured and to the right level of details.
    • Adhere to Absa Group requirements and standards.
    • Are safely kept and guarded against any unauthorized alterations.
  • Translate all business requirements contained in the BRD i.e. the Business Requirements Document into process flows that will aid the Technical & Project teams deliver business needs.
  • Engage stakeholders at project level as determined by the Business & provide constant feedback in regard to Business Optimization project support role.
  • Partner with Process Owners to drive Procedure Manuals management requirements e.g. periodic and post implementation reviews etc.
  • Design and document process solutions to satisfy new / amended business requirements in liaison with Process Owner.

Solutions Development/Stakeholder Management: Time Split – 20%

  • Cultivate a process improvement “mindset” and culture aimed at streamlining productivity, increased customer satisfaction, in order to drive Process Transformation.
  • Conduct process reviews with Process Owners to evaluate its efficiency, effectiveness and give recommendations -Process rationalization.
  • Ensure standardization of the implemented process solutions at Strategic Business Unit (SBU) level.
  • Act as a business resource in pro-active process solutions, research and analysis, productivity improvement and process enhancement.
  • Ensure process clarity in regard to Business goals, deliverables and timelines as agreed with the Process Owners.
  • Perform comprehensive Post Implementation Reviews for processes on new projects to identify and eliminate waste/pain points.
  • Constantly seek feedback from Business Owners and key stakeholders on the relevance and value of process deliverables.

Controls: Time Split – 10%

  • Understand and manage risks and risk events (incidents) relevant to procedures and document lessons learnt.
  • Support Process Owners to document procedures that are aligned to : Absa Internal Audit, Management Control Assurance and Risk and Control Self Assessment (RCSA)/Critical Process Assessment (CPA) Testing reports, complaints and queries MI recommendations

Role/person specification

Preferred Qualification

  • Bachelor’s degree in a related field

Added advantage

  • Process management certification
  • Lean Six Sigma Certification

Preferred Experience

  • Business process management and solution provision
  • Business process re-engineering, analysis, modelling and procedure writing skills
  • Interpersonal Communication and Facilitation Management skills
  • Systems analysis, development and solution implementation
  • Risk Management
  • Controls Management

Knowledge and Skills

  • Advanced knowledge of Absa Bank Kenya Policies, Products, Services and Procedures
  • Basic knowledge on Bank’s lending criteria in the Business and Personal sectors
  • Basic knowledge on Absa Information systems
  • Basic knowledge of the Enterprise Risk Management Framework with regards to risk identification and pro-active risk solution provision

Behavioural Competencies

Communication

  • Ability to effectively communicate process to stakeholders through written and verbal communication.

Collaboration

  • Ability to work collaboratively with stakeholders

Problem Solving

  • Ability to analyze complex business problems and identify creative solutions

Continuous Improvement

  • Seeking out opportunities to improve processes and increase efficiency

Time Management

  • Ability to prioritize tasks, manage time effectively, and meet deadlines.

Technical Competencies

Process mapping

  • Ability to create visual representations of business processes using process mapping techniques and tools.

Procedure writing, process analysis

  • Ability to use appropriate tools to document processes

Business Solutions

  • Ability to supply solutions, improvement frameworks relating to Customer Process, Risk, Cost/Revenue and Functionality/Productivity

Education

  • Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required

Assistant Relationship Manager SME

Job Summary

  • To manage and sustain a relationship with Business Banking customers, building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
  • The primary objective is to maximize sustainable risk-adjusted / EP portfolio contribution.

Job Description

Key Accountabilities/Deliverables

Sales and Service: – Time Split 45%

  • Conduct annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
  • Consult customer owners/managers on financial/credit issues and general business practice/ideas.
  • Determine the key messages, e.g. agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating them to customers.
  • Deal with, and find resolutions for, customer complaints.
  • Determine the products that are most effective in meeting customers needs and be able to sell these, at short notice, both reactively and proactively.
  • Monitor and ensure adherence to risk service standards.

 Controls – Time Split 15%

  • Maintain knowledge on all bank products, credit standards, services and trends and provide efficient customer services.
  • Coordinate with senior officers in business plan development, prepare credit packages and perform credit analysis and provide update for call lists.
  • Ensure Audit issues are closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
  • Nil operational losses
  • 100% active customer digitization.
  • 100% adherence to SME impairment within budget

Business Management: – Time Split 30%

  • Monitor and control the quality of the portfolio using “Condition of Sanction” triggers where possible and in accordance with RM guidelines and Bank policy.
  • Manage “Early Warning List” customers to reduce risk, following H.O. and Regional guidance provided.
  • Adhere to procedures and guidelines within the BB RMCD.

Staff Management: – Time Split 10%

  • Day-to-day support to Enterprise Bankers and branch staff in provision of consistent service quality and risk. 
  • Manage own leave plan.
  • Offer support as per business request.

Risk & Control Objective

  • “Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Bank Kenya Plc Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

Role/person specification

Preferred Qualification

  • Business degree

Preferred Experience

  • 3 years’ experience in Business Banking related field

Knowledge and Skills

  • Knowledge of the bank’s products, services and policies required to undertake the role:
  • The jobholder will be required to have a detailed knowledge of the core set of Business Banking products.

For Complex products, a good knowledge will be required sufficient to:-

  • Recognize the changing needs of the customer.
  • Identify products/service that best satisfies customer need.
  • Introduce the product/service.
  • Co-ordinate the introduction of the relevant Group product specialist.
  • Deal with customers directly as required.
  • A good knowledge of the products & services available in the Personal Sector is also required to satisfy the individual financial needs of business owners/key individuals.
  • The jobholder will require a broad understanding of policies and strategies across the Group as they relate to the demands of the customer base.

Mandatory

Must have good knowledge on:-

  • Enterprise Banking,
  • customer relationship management
  • Team management

Training likely to assist effectiveness in the role, and which may have been completed prior to undertaking this role:

  • Risk assessment and management
  • Presentation, influencing and negotiating
  • Communication

Additional details of exceptional aspects of the demands of the role:

  • Required to form relationships with customers, therefore minimum tenure will be 2 years.
  • The jobholder will need to be able to communicate in such as way as to ensure their ongoing     credibility when dealing with financial controllers of companies, in addition to owner-managers.
  • The jobholder’s portfolio will consist of a full range of Business Banking customers, including the more challenging customers, who will often be subject to competitive approaches from other banks.
  • Business development activity will be similarly demanding.

Technical Competencies

  • Persuading and influencing
  • Risk skills
  • General Corporate skills
  • Product skills
  • Coaching

Education

  • Higher Diplomas: Business, Commerce and Management Studies (Required)

Branch Manager

Job Summary

Job Description Summary

  • To drive and deliver exceptional Retail and Business Banking performance, through powerful branch leadership, team development, excellent customer experience and achievement of Operational & Controls rigor excellence in branches.
  • Provide powerful leadership in the branch to deliver exceptional branch business growth and profitability.
  • Drive implementation of business and service strategies, deliver Retail and Business Banking performance and growth targets in the branch.
  • Maintain high level of bank standards and management controls to achieve operational & Controls rigor excellence, through strict adherence to operations and compliance policies and guidelines.
  • Establish a high-performance culture amongst the branch team.

Job Description

Key Accountabilities

Business Growth: Time Split 60%

  • Implement business strategic initiatives, create ownership of the branch performance targets. Agree branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
  • Diligently monitor branch business performance and make adjustments to the execution strategies accordingly.
  • Manage branch portfolio risks in line with the bank’s portfolio appetite.
  • In conjunction with the regional manager and products development, conduct product review and product development through constant feedback from the market.
  • Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as CIB, Asset Finance, Bancassurance, Lead generation team to maximize on cross selling opportunities.
  • Conduct market intelligence to identify new market opportunities, customer trends, existing geographical strength, emerging government directives and changes in policy by regulators.
  • Manage borrowing and non-borrowing accounts in the branch to enhance customer loyalty and retention.
  • Harness existing staff potential and create new competencies in order to achieve competitive advantage.
  • Lead the branch team to achieve its customer retention objectives, Transaction migrations from the counter to alternate channels, balance sheet growth goals and acquisitions. Support will include Achieving branch sales targets as well as participating and leading sales activations
  • Establish firm relationships with Top 200 clients and business influencers in the local area.
  • Provide regular feedback to staff (individual/corporate) on performance (Sales, NPS etc.).
  • Provide clear direction and guidance to branch staff on business objectives, translating and prioritizing them into business performance measures at branch level.
  • Ensure proper controls, processes & procedures are always adhered to as per the laid down Absa bank policies.
  • At all times, ensure branch is opened and closed as per the approved regulatory timelines. Operations staff are ready and equipped to serve customers. This includes opening and closing branch batch on the core banking system.
  • Branch must maintain the look and feel as per the Absa bank standards.
  • Ensure that Absa Bank’s policies are always adhered to when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is always observed.
  • Ensure all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy.
  • Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
  • In conjunction with the Branch Operation Lead – BOL, you are responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:
  • Branch expenditure.
  • Equipment maintenance.
  • Overtime approvals.
  • Stationery consumption, telephones, electricity, water, travel etc.
  • Staff costs
  • Sundry losses
  • Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses and to protect Bank and customer assets.
  • Ensure that the branch achieves a minimum of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
  • Ensure that relevant approvals for all transactions are always sort as guided in the laid down policies.

Internal Controls, Governance, Processes & Procedures: Time Split 15%

  • Ensure proper controls, processes & procedures are adhered to at all time as per the laid down Absa bank policies through the BOL.
  • At all times, through the BOL, ensure branch is compliant with all regulatory requirements i.e. opened and closed within the approved regulatory timelines, all approved licenses are in place and up to date etc.
  • Ensure that Absa Bank’s policies are always adhered to when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is always observed.
  • Ensure all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy.
  • Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents regarding LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.

Responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:

  • Branch expenditure.
  • Equipment maintenance.
  • Overtime approvals.
  • Stationery consumption, telephones, electricity, water, travel etc.
  • Staff costs
  • Sundry losses
  • Ensure compliance with operational, Security, controls, and process risks requirements to avoid losses and prevent fraud arising from operational lapses and to protect Bank and customer assets.
  • Ensure that the branch achieves a minimum of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
  • Ensure that relevant approvals for all transactions are always sort as guided in the laid down policies.
  • Ensure all fees and commissions due to the bank are collected.
  • Drive quality sales through actioning of unfunded accounts, uncollected credit cards and delinquency.
  • Ensure Data privacy policies are always adhered to at the branch.

Customer Experience: Time split 15%

  • Branch must maintain the look and feel as per the Absa bank standards.
  • Ensure excellent customer experience is always maintained.
  • Ensure set TAT is always achieved.
  • Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
  • Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
  • Ensure customer data is up to date.
  • Ensure branch NPS score are maintained as per the set standards.
  • Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements.
  • Provide leadership around customer experience at the branch.
  • Monitor the counter service to ensure customers are served within acceptable waiting time.

Capacity Building & People Management: Time Split 10%

  • Build and develop a high performing and motivated staff team in the branch by creating a conducive work environment, teamwork, regular duty rotations and effective succession opportunities to ensure maximum productivity.
  • Help in resource planning, setting performance objectives and measures of success for direct reports and providing regular feedback on performance.
  • Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of branch staff.
  • Effectively manage, mobilize and coordinate branch resources (Staff, equipment, safe environment etc.) to achieve the common goals.
  • Ensure the assigned e-learning and internal training activities for self and direct reports is undertaken within set timelines.
  • Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff
  • Manage performance/disciplinary issues/grievances for branch staff.
  • Management of leave/sickness

Role/person specification

Preferred Qualification

  • University degree in a relevant discipline or relevant experience to compensate, post graduate qualifications will be an added advantage.

Preferred Experience

  • At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance.
  • Prior experience in the banking industry; including experience in supervisory or managerial positions.

Knowledge and Skills

  • Strong leadership, managerial, and interpersonal skills necessary to effectively lead and motivate teams, collaborate with stakeholders, and drive change within the branch.
  • Strong leadership and Managerial Skills.
  • Demonstrate effective communication skills, problem-solving abilities, and the capacity to motivate and develop staff.
  • A solid understanding of financial products and services offered by the bank.
  • knowledgeable about lending procedures, investment options, regulatory compliance, risk management, and customer relationship management.
  • A solid track record of achieving sales targets, & the ability to drive sales and deliver excellent sales target set by the bank.
  • A good understanding of banking regulations, compliance requirements, and risk management practices to ensure that the branch operates within legal and ethical boundaries.
  • Up to date knowledge of competitor and market activity in local area
  • Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments

Ideal Job Competencies

Technical Competencies

  • Technology Skills
  • Conceptual and analytical skills
  • Risk management
  • Compliance and Regulatory Framework
  • Basic Credit Skills
  • Audit standards & Legislation
  • Knowledge of Banking and Business Operations

Behavioral Competencies

  • Results and achievements oriented
  • Leadership and Management Skills
  • Communication & Interpersonal Skills
  • Negotiation & Selling Skills
  • Human Resource Management Skills
  • Personal Ethics
  • Relationship Management
  • Conscious of banks reputation

Education

  • National Certificate: Accounting (Required)

Home Loans Specialist

Job Summary

  • To recruit and retain Home Loan customers.
  • To deliver exceptional retail business performance through Home Loan sales & excellent customer service
  • To develop and maintain a high profile for Home Loans within several branches.
  • To ensure that all aspects of operational rigor are maintained when involved in the home loan process.

Job Description

Key Accountabilities/Deliverables

Sales and Service- Time Split 75%

  • Drive and deliver exceptional sales performance by identifying and meeting customer’s home loan needs.
  • Achieve & Exceed Home Loan & Cross Sale Targets
  • Utilize the standard sales process to identify customer’s Home Loan requirements.
  • Facilitate customer understanding of the Home Loan procedure and process.
  • Champion and manage Home Loan product & channels.
  • Own and drive the outlet home loan sales objectives/targets.
  • Maintain Home Loan sales performance statistics for management information usage.
  • Manage customer queries and complaints by taking ownership, escalating where necessary and resolving in a timely manner.
  • Identify when & where to refer customers to an appropriate area of delivery for other product sales help or advice.
  • Ensure documentation such as the home loan application and internal submission forms are fully completed & error free.
  • Deliver world class customer service practices and ensure adherence to Barclays Service standards.
  • Accurate collation and packaging of relevant documents for processing.
  • Conduct branch Home Loan marketing campaigns and participate in country level campaigns

Operational Rigor Practices – Time Split 15%

  • Achieve operational rigor excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
  • Follow the Retail end to end procedures for Home Loans ensuring new accounts are KYC compliant.
  • Ensure compliance with operations risk & rigor requirements e.g. Health & Safety standards and security of premises.
  • Ensure the Bank’s Home Loan lending criteria is met.

Team Working – Time Split 5%

  • Build effective relationships with branch staff and key support functions e.g. service delivery and risk to develop networking for potential Home Loan referrals.
  • Share knowledge experience and best practice with other team members.
  • Provide cover for other Home Loan Advisors at all levels when required.
  • Provide honest, direct and constructive feedback to others, as well as progress on leads/referrals.
  • Build relationships with external stakeholders to obtain external sales leads and business relationships with third parties.

Self- Time Split 5%

  • Agree performance development objectives with the team leader.
  • Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Role/person specification

Knowledge and Skills

  • A good understanding of Retail goals & objectives
  • A good understanding of the outlet’s objectives – growth of sales, cost control and income contribution
  • A thorough understanding of the sales process
  • An in-depth knowledge of the Home Loan product and lending policy.
  • Good working knowledge of the internal and generic Home Loan, purchasing and related processes.
  • A good working knowledge and understanding of relevant Home Loan legislation e.g., KYC, Money laundering, banking code, service standards, health & safety standards etc.
  • A working knowledge of the procedure manuals
  • A thorough knowledge of the bank’s tariff, products, and services
  • A thorough knowledge of the bank’s internal departments, systems & procedures as well as risk & rigor requirements.

Behavioral Competencies

  • Execute at speed.
  • Build Pride & Passion
  • Grow Talent and Capability
  • Delight Customers
  • Drive Performance
  • Protect and enhance our reputation.

Technical Competencies

  • Excellent Planning & Organization skills
  • Good Selling/influencing skills.
  • Very strong Communication & questioning skills
  • Good numeracy & analytical skills
  • Quality conscious
  • Customer service orientation
  • Listening skills
  • Presentation skills
  • Team working

Other requirements specific to the role:

  • A high level of drive and determination
  • Completion of certificate on Home Loan product training
  • Knowledge of legal processes involved with property purchase.
  • A sound working knowledge of our competitors’ products & services.

Training likely to assist effectiveness in the role and may have been completed prior to undertaking this role:

  • Home Loan product and process knowledge
  • Sales & marketing
  • KYC & Operational Rigor
  • Influencing & negotiation
  • Time management
  • PC Skills

Additional details of exceptional aspects of the demands of the role:

  • May be required to move outside branch for sales purposes.
  • Will be required to support sales initiatives during campaigns.
  • May be required to provide cover outside of home branch.
  • The working environment may be highly demanding and challenging.
  • An understanding of the current country economic trend

Education

  • Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)

Recovery Agents – Contract

Job Summary

  • To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Job Description

Recoveries Agents

Job Purpose:

Reporting to the Collections/Recoveries Team Leader, the role holder will be;

  • Responsible for the Collections or Recoveries of allocated group of loan and credit card accounts within the SME Portfolio Segments within the Bank, with the objective of adopting given strategies and negotiating with the customer to bring any out of order accounts back to order.

Key Accountabilities:

Business Management – 40%

  • Meet the minimum productivity requirements for calls, promise to pay (PTP) and kept promises (KPs) daily to ensure optimization of the collections function and achievement of the monthly targets for the collection agent
  • Use the appropriate collection scripts and other tools available to verify client identity and negotiate with customers to obtain a promise to pay (PTP) or to negotiate the repayment terms which will achieve the best outcome for both the bank and the customer
  • Monitor all accounts allocated daily and take appropriate action to ensure that the portfolio of accounts stay within agreed limits through the application of sound credit judgement within pre-determined broad policy guidelines
  • Recommend accounts within own portfolio that meet agreed criteria for forbearance (which do not involve giving out more money) within pre-determined parameters and guidelines
  • Undertake all forms of communication with the customer that are necessary to ensure that the accounts operate well or that subsequent action on the account, if required, is not unduly delayed
  • Adopt collections targets monthly in line with portfolio and product targets as communicated by the MI team via the team leader
  • If no solution can be negotiated, calls must be escalated to the team leader for assistance
  • Update the appropriate system upon completion of the negotiation with the customer to indicate the agreement reached with the customer in terms of the collections option that will be implemented

Customer Obsession – 30%

  • Refer all customer complaints to the Customer Service team for logging on BOC. As the first point of contact wherever possible, resolve and close the complaint; escalate to the team leader to support in resolving the complaint if unable to resolve
  • Ensure customer obsession is achieved and the retention of the customer is maintained by being professional in all instances
  • Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the bank
  • Application of world class customer service standards always while handling customer’s issues, walk in customers and customer correspondences assigned on collection related matters

Teamwork – 10%

  • Constant liaison with the business network to undertake appropriate measures on allocated collections portfolio to offer alternative solutions for customers.
  • Teamwork to formulate and execute innovative and creative strategies aimed at achieving stretch collection targets.
  • Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
  • Ensure individual performance objectives and measures are agreed with line manager.
  • Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.

Controls – 30%

  • Adherence to service level agreements on any duties assigned.
  • Adherence to banking policies and procedures.
  • Delivering collection control requirements in a robust and rigorous control environment.
  • Efficiently maintaining an accurate diary of collection actions undertaken on own portfolio on debt management systems with timely follow-up of due actions.
  • Delivering operational excellence in achieving quality, cost, and service standards on assigned work.

Technical Skills

  • Analytical and numerical skills
  • Communication skills (written and verbal)
  • Inter-personal skills
  • Negotiation and Influencing skills
  • Spreadsheets/Database Skills
  • Planning and personal organization
  • Quality Conscious
  • Problem solving skills
  • Service excellence
  • Operational excellence
  • Customer handing techniques

Knowledge, Expertise & Experience

Essential

  • University degree or equivalent professional qualification
  • Prior experience of dealing with customers
  • High degree of interpersonal skills when dealing with a range of people and situations.
  • Good knowledge of the general canons of good lending and credit risk assessment
  • Good computer skills and ability to learn new software/applications quickly

Preferred

  • Effective communication
  • Some knowledge of the Bank’s lending principles, policies, and procedures
  • Some knowledge of the Bank’s general credit policies and Retail Products
  • Prior experience in a lending environment

Education

  • Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

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