Collections Officer

Empowering Africa’s tomorrow, together…one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.Job SummaryEnsure actions are taken to recover monies owed by negotiating repayment plans with customers in arrears, following policies and strategies to ensure full repayment.Job DescriptionEnsure actions are taken to recover monies owed by negotiating repayment plans with customers in arrears, following policies and strategies to ensure full repayment. Support collections goals by managing high-value accounts for Absa Loan, Scheme, Credit Cards and Mortgages ensuring repayment, and maintaining customer relationships. Reach out to customers with delinquent accounts via written notices, phone calls, formal meetings, or field visits, and maintain regular communication to normalize accounts. Provide daily MI to track performance and report on delinquent account statuses. Generate detailed reports on collections, recovery activities, performance metrics, and account statuses for stakeholders. Complete daily call browsing reports to review the effectiveness of customer contact and collection efforts. Prepare and evaluate weekly call reports to assess call quality, collector performance, and customer interaction. Ensure compliance with service level agreements with service providers and send demand notices to defaulting customers. Compile returns based on information from the Recoveries team. Conduct calls in line with policy, track collector performance, and maintain records of assessments, calls, Promise to Pay (PTPs), follow-ups, and KPTP. Manage daily operations to engage customers, complete necessary controls, and finalize checklists.Review and prioritize Work in Progress (WIP) to optimize collection outcomes. Ensure compliance with audit standards and that all reports/processes align with audit requirements. Ensure proper system allocation of accounts and monitor collector productivity. Efficiently manage incentive programs to align with team performance. Manage the legal recovery process, issuing demand letters to customers, and negotiating payment terms (either upfront payment or repayment arrangements). Be prepared to take on additional duties as assigned by the Line ManagerEducationFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)