Collections Officer, Vehicle Asset Finance

The Collections Officer, Vehicle Asset Finance is responsible for performing collections functions focusing on minimizing the forward roll rate of potential non-performing loans and increasing recoveries on non-performing loans. This is achieved with an emphasis on customer retention, education, and rehabilitation through effective and efficient collections skills. The role also handles customer enquiries and requests across all mediums and performs movable asset tracing.

Key Responsibilities

• Customer Service: Provide efficient, professional, and quality service to customers aligned to customer-centric values. Maintain conversational flow and proactively educate customers about self-service options.
• Issue Resolution: Own calls to provide solutions to customer needs, reducing unnecessary transfers and hand-offs.
• Compliance: Comply with statutory, regulatory, and business requirements to protect the group's reputation and avoid legal action or sanctions.
• Collections: Perform telephonic collections on arrears accounts with the intention to obtain realistic 'Promise To Pay' arrangements. Maintain high call activity at agreed levels.
• Portfolio Management: Refer customer requests to relevant admin departments, update customer records, and refer accounts to trace when contact cannot be made.
• Performance Metrics: Adhere to shift scheduling and Average Handling Times aligned to business unit benchmarks and targets.
• Risk & Compliance: Follow relevant procedures, work instructions, and business requirements. Disclose compliance requirements to customers and adhere to verification policies.

Requirements & Qualifications

• Education: Degree in Business Commerce, Economics, Social Sciences, or other relevant specialties.
• Experience: 1-3 years of collections experience, preferably in a credit or collections environment.
• Product Knowledge: Sound knowledge of Vehicle and Asset Finance products is highly advantageous. Good knowledge of credit policies, procedures, and applicable legislation.
• Technical Skills: Computer literacy and data/analytics skills.
• Risk Management: Ability to timely identify and manage risk within the area of influence using policies and procedures.