Officer at Standard Bank

Job Purpose

• To be responsible for all delegated Admin functions in CRR across product and play a supportive role to Managers, Team Leaders and Agents in terms of general administration functions applicable to in-house and outsourced collection activities
• Accountable for accurate completion of assigned Admin activities and functions within the set time frames and in accordance with policies, processes, procedures and business rules
• Flawless execution of all admin functions and assigned tasks
• To ensure departmental targets and objectives are achieved according to SLA and utilisation targets set
• Action of set-offs (repayment or reduction of debt) on non-performing loans and the handle set-off related queries received, inbound queries and facilitate the refund process.
• Manage telephonic and electronic queries received from clients, external and internal Standard Bank stakeholders (i.e. IPC, Branches, CPC, CCC, CRC Complaints, etc.).
• Emphasis on customer retention, education and rehabilitation, through effective and efficient collections and negotiation skills.

Key Responsibilities/Accountabilities

• Compliance with statutory, regulatory and supervisory requirements, to protect the reputation of the Group and to avoid legal action / sanction in respect of regulatory compliance matters
• Corporate Responsibility: Ensure that the image of Standard Bank is always protected as being professional and that the service provided by the Division is of the highest standards
• Ensure timeous execution of all admin related requests (including, but not restricted to, preparation of letters, statements and document retrieval, queries and vendor support. Engage relevant area wherever it may be necessary to finalise a matter
• Action all work generated via email, Customer 1st, CACS work lists, manual work lists / spreadsheets and any other channel according to the outlined SLA’s (any platform of SBSA where mandated to work on)
• Maintaining high ethical standards to prevent market abuse.
• Reporting any breaches and exposures to the business unit head and/or the division’s Regulatory Compliance Officer
• Refund document preparation
• Updating host and collection systems appropriately on each action taken including Performance Planner.
• OBS queries and escalations
• Administrative responsibilities
• Query management – provide feedback within TAT (Gijima, Service tree, Mailbox)
• Account routing as applicable per strategy
• Manage Metrofile storage, viz. retrieval and return of files
• Re-spreads and extensions to be prepared within TAT (according to each product type) of receipt of instruction
• Load / delete / update debit order details
• Updates customer contact and address details
• Delegated ad-hoc functions and projects
• Always ensure service excellence and quality of work
• Request refunds on behalf of client. And refer to TL for approval.
• Follow procedures and complying with product specific policies.
• Accountability to follow end-to-end refund process.

Inter Account Responsibilities:

• Follow procedures and complying with product specific policies.
• Supporting inbound & outbound call centre with all Inter-Account Transfers function. Ensuring departmental targets and objectives are achieved relating to Inter-Account Transfers.
• Accountability to follow end-to-end Inter-Account Transfers process.

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Minimum Qualification and Experience

Qualifications

• Matric

Training Courses

• AML
• CoBP/Code of Ethics
• TCF
• NCA
• CPA
• Conflict of Interest
• Outside business interest
• BCM
• Product Strategy
• Set-off Policy
• Contact Centre Knowledge
• Collections Knowledge
• General Banking Knowledge

Experience

• Experience in Collections, Admin and / or Credit type roles is preferable
• Call Centre experience would be an advantage

Knowledge

• Sound knowledge of all SBSA products and collection processes
• Knowledge and understanding of FICA and NCA
• Understanding of the set off policies and exclusion rules
• Understand definitions of and differences between live accounts, legal accounts, in-house collections, outsourced collections, post write off accounts, debt review, administration orders, book sale, VAF insurance, deceased and insolvency accounts
• Understanding of all terms and definitions used within CRR
• Product Strategy
• Set-off Policy
• Contact Centre Knowledge
• Collections Knowledge
• General Banking Knowledge

‘The Standard Bank Group has implemented a Vaccination Policy for all roles which require the incumbent to work from the Standard Bank premises on a full-time or intermittent basis. Full vaccination against COVID-19 is therefore an inherent requirement of this role.’