To assist and consult with the SAHL defaulting clients to establish the arrear circumstances of the client, carry out a formal assessment and negotiate and implement a approved rehabilitation strategy. To reduce accounts escalating to Foreclosure in order to minimize loss and risk to SA Home loans.
Alignment to business driver/strategy:
- Low cost servicer and originator: providing a quick and efficient service in the department. Ensure improved productivity and business efficiencies.
- Alignment to the philosophy and delivery of Amazing service.
- To proactively contribute to the profitability of the company, by effectively managing the arrears book and minimizing losses.
Key Responsibilities:
Effective Cost control: Financial:
- Be cautious with costs.
- Excellent time management.
- Proactive and value management of key factors iro potential fraud situations/loss areas to ensure SAHL’s 100% profit and minimal loss
Convert non performing loans to performing and minimise arrears:
- Maintain constant /frequent client contact.
- Review complete status of account in terms of a risk assessment of the loan account and information that is immediately available, with a view of rehabilitation. Carry out effective and timeous assessments through a thorough analysis on CLIENT, ACCOUNT and PROPERTY RISK within the agreed assessment process.
- Explore all avenues and make use of all tools available to assist in rehabilitation process to avoid escalation where possible.
- Make recommendations and support same within agreed mandates. Where applicable submit to management and support same within agreed mandates and in line with the various arrangement plans.
- Record outcomes of assessment and keep clients/all parties fully informed with regard to progress, queries, and details of arrangements, declines and final outcomes.
- Carry out administrative functions effectively and timeously in order to support key function of assessment and rehabilitation with a view to minimising risk and avoiding losses.
- Work with urgency and be pro active and strategic in risk management and given targets.
- Strict Compliance management of all processes, policies and procedures.
- Ensure all communications, including written and verbal are of professional standard at all times.
- Be adaptable to change as and when the dept requires it, assisting colleagues and building interdepartmental relationships (teamwork, reduction in staff, training, testing systems, dept projects, contributing to social & team building activities).
- Expedite to foreclosure where necessary in respect of risk and minimise losses and NPL’s. Ensure all actions carried out prior to escalation of account.
Minimum Requirements:
Minimum Education Qualification:
- Matric.
Preferred:
- Certificate/Diploma in Banking/ Debt Collecting.
Minimum Experience:
- 1 year Collections Experience in a Home Loan environment.
- Experience in a Call Centre environment.
Competencies:
Generic Competencies:
- Assertive and tactful.
- Target Driven.
- Effective time management.
- Accuracy and Attention to Detail.
- Self Managed.
- Ability to work under pressure and with urgency.
- Resilience and ability to handle irate clients.
- Team Player.
- High degree of Integrity.
Technical Competencies:
- Computer literacy: MS Office – Intermediary.
- Halo and Excalibur.
- Excellent Written and Verbal communication.
- Negotiation skills.
- Basic Numeracy skills.
- Analytical skills.
Desired Skills:
- Collections
- Home Loans
- Debt Collecting
- Call Centre environment
Desired Qualification Level:
- Grade 12 / Matric