The role holder is responsible for the management of all out of order accounts within the Retail portfolio with the objective of putting in place strategies with the customer to bring their indebtedness back to order or recovering from defaulting debtors.

KEY ACCOUNTABIL-ITIES
Risk Management And Control – 40%
Outputs
• Monitor and control the out of order retail accounts and take appropriate action to normalize the position, within pre-determined policy rules and laid down strategies. The overall objective of the role is to ensure recovery action is taken at the earliest opportunity to avert loss through default
• Undertake the review of all monthly advances control reports, assessing the information therein and making recommendations regarding the strategy to be employed in ensuring that such out of order accounts are returned to order within the shortest possible time. This is likely to involve agreeing short term lending agreements.
• Contact customers whose accounts are out of order. This may take the form of written correspondence or normally this would be by direct telephone contact.
• Receive and authorize FOS authorization requests (agree short term borrowing requests)
• Own & maintain a diary system for:
a) Quarterly account reviews
b) Provision of financial information
c) Perfection of security
d) Fulfilment of conditions of offer
e) EWL review
f) Review and recommend classification , writing off , or outsourcing of a debt
g) Send out notices and demand letters
h) Adhere to service level agreements
i) General filing

Business Management – 30%
Output:
• Monitor and manage workflow within the Retail Credit Collections, Monitoring & Control and Recoveries Team.
• Compilation of various returns, as required, through the assimilation of information available within the Retail Credit team
• Responsible for devising collections and recoveries strategies for implementation within the Collections, Monitoring & Control and Recoveries team
• Input into new/amended lending policies or products within the business
Stakeholder Management – 25%
• Liaison with 3rd parties (i.e. debt collection agencies) regarding policies and strategies for the recovery of out of order accounts.
• First point of contact for customer complaints.

TECHNICAL EXPERIENCE AND CAPABILITY
• Basic IT/Systems knowledge
• Basic cash management and accounting knowledge

EXPERIENCE
• Knowledge of the banks processes and rigour requirements related to Collections and Recoveries

QUALIFICATIONS
• Bachelor’s degree in Business Administration, Commerce, Accounting or equivalent