Account Management Consultant ( CRR – Card Collections )

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Overview

Job ID: 41686
Job Sector: Banking

Country: South Africa
Region/State/Province/District: Gauteng
Location: Johannesburg

Job Details

Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.
Job Purpose

Telephonic collections focusing on minimising the forward roll rate of potential non performing loans with the emphasis on customer retention, education and rehabilitation, through effective and efficient collections skills.
Key Responsibilities/Accountabilities

Provide excellent and consistent customer experience
• Provide efficient and quality service to customers in line with the customer first methodology.
• Listen to the customer and asks appropriate questions and makes an effort to understand customer needs/concerns/situation.
• Maintain a conversational flow during calls.
• Display appropriate levels of care, concern and empathy.
• Correctly log service requests (queries and complaints) as either a “first contact resolution” or “non-first contact resolution” on the relevant system.
• Accurately capture, update or amend customer information and history notes.

Meet effective and efficient operational requirements
• Adhere to proper scheduling.
• Achieve daily and weekly sales targets, by operating in an effective yet productive manner, through optimal usage of time.
• Contact default customers to negotiate with/educate the customer to negotiate payments arrangements in order cure/rectify the account.
• Receive payment commitment from customer.
• Educate the customer on legal implications of default and refer customers for debt restructure where applicable.
• Log sales calls on the relevant system accurately.
• Record customer interaction by capturing self-generated and referred leads, queries, complaints and compliments etc. and contact details from the customer.
• Educate the customer proactively about self-service options and appropriate self-service channels.

Adhere to required Risk and Compliance quality standards
• Follow the relevant procedures, work instructions and business requirements.
• Disclose all relevant compliance requirements to the customer.
• Promote and reinforce the image, brand, services and products of Standard Bank at all times.
• Own the call to provide a solution to the customer’s needs and reduce unnecessary transfers/handoffs.
• Value customers and ensure that on every interaction, prescribed call handling techniques are followed and that the customer is left with a positive experience.
• Demonstrate a professional, respectful and positive attitude towards the customer and colleagues by using the appropriate language, tone and decibels.
• Demonstrate knowledge of relevant products (i.e. Access Loans, Revolving Credit Plan etc.) and systems knowledge (i.e. CACK, CDDS, NDS etc.).

Preferred Qualification and Experience

• 3-5 years Collections experience, preferably in the Credit or Collections environment / Call Centre exp( A Must Have )
• Matric/Diploma or Degree
• Business Knowledge
• Understands the broader business environment in which they work from sector, organisation, and role perspective.
• Risk Management
• Timeously identifies and manage risk within their area influence using policies and procedures.
• Change Management
• Recognising the need for change by supporting and managing the change process.
• Legal Knowledge
• Understand relevant legislation and regulatory framework that has impact on the bank
• System Usage
• Use basic applications of a computer and other systems in support of business activity, help make decisions.
• Product Knowledge
• Understands the banks products per BU in order to attract and retain existing /potential customers
Knowledge/Technical Skills/Expertise

• Business Knowledge
• Understands the broader business environment in which they work from sector, organisation, and role perspective.
• Risk Management
• Timeously identifies and manage risk within their area influence using policies and procedures.
• Change Management
• Recognising the need for change by supporting and managing the change process.
• Legal Knowledge
• Understand relevant legislation and regulatory framework that has impact on the bank
• System Usage
• Use basic applications of a computer and other systems in support of business activity, help make decisions.
• Product Knowledge
• Understands the banks products per BU in order to attract and retain existing /potential customers

 

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