Job Description
To identify and manage the overall process and portfolio of high-risk clients on an ongoing basis and take responsibility for recovery of debt, all exposures in the growth sub-segment, mid-touch sub-segments (simple lending) and business credit cards for the late collections of debt
Manage all exposures in the growth sub-segment, midtouch sub-segments (simple lending) and business credit cards for the late collections of debt and deal with complex, escalated customer and ombudsman complaints
Conduct weekly and monthly meetings to discuss collection of debt or performance of portfolios in terms of SLAs
Accountable for the collections, settlement offers, external debt collectors (EDC), complaints, processes and overall portfolio of high-risk client
Oversee the re-grading exposures, track and report on KPIs, and report and follow-up on outstanding audit findings and self-disclosed items (SDI)
Participate in planned activities that are appropriate for own and employee development
Ensure development and continuous value add improvement to operational processes
Provide input into the development of the tactical strategy, and develop and implement a supporting operational strategy
Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards
Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards
Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation
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