Liaison Officer Legal and OBS (Collections)

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

The purpose of the role is to engage with External Debt Collecting (EDC) Agencies, as well as customers to recover and manage bad debt within the Legal and Off Balance Sheet (OBS) and to minimize cost as per Business Policies and Procedures.
A liaison officer is an organized, efficient individual who assists with the management of assigned portfolio between Absa and the EDC (external debt collector). In this role, you will act as the middle person between our organization to ensure EDC’s achieve/exceed their targets provided; assist in achieving Absa goals; streamline operations; resolve issues, improve communications, and generally ensure that the relationship is as beneficial as possible.

Job Description

Key Accountabilities

• Maintain thorough knowledge of the business, as well as an understanding of how EDC performance impacts thereof;

• Monitor, coordinate and communicate strategic objectives of the business

• Collaborate and communicate successfully with the EDC

• Work with other staff members to develop a greater understanding of the business and any issues that arise

• Develop and foster relationship with internal & external stakeholders from various departments

• Collect, analyze and utilize data and feedback to identify opportunities to improve the EDC performance

• Compile reports which are useful for the EDC and oneself to manage the portfolio effectively

• Act as a positive representation of Absa

• Ensure that daily/weekly discussions are held with the EDC’s around performance objectives. This is done in line with the Forecast and Targets.

• Where the target is off track the liaison officer will request an action plan from the EDC as to how they will increase recoveries in terms of their targets.

• The liaison officer will monitor the action plan and if target is still not met, the liaison officer will escalate to the Team Leader.

• The liaison officer will conduct monthly audits on the accounts allocated to the EDC. This will ensure that all business processes were adhered to in terms of the Service Level Agreement (SLA).

• All queries received either internally or externally should be completed within 24 hours depending on the complexity thereof.

• Ensure EDC provide reports as per timelines stipulated in the SLA (service level agreement).

• Operational meetings should be set up monthly and quarterly with the EDC’s to discuss their performance and operational issues that arise during the  month/quarter.

• Ensure that the productivity and quality targets are met as per the agreed performance development plan.

• Ensure that all regulatory requirements are adhered to and comply with Absa policy and procedure to ensure consistency.

• You may be required to participate or support the implementation of projects within the OBS (Off Balance Sheet) and the Legal Recoveries area from time to time.

Education:

• Diploma or equivalent NQF level 5 qualification

• At least two (2) years Banking experience in Collections

• Knowledge of debt legal processes

• Personal Loan and Cheque Product Knowledge

Knowledge & Skills:

• Computer Literacy (Excel, Word, PowerPoint)

• WOZA, NICE, COUPA

• Strong communications skills

• Stress Management

• Time Management

•  Negotiation skills

Key Performance Areas:

• Deciding and initiating action

• Learning and researching

• Entrepreneurial and commercial thinking

• Relating and networking

• Adapting and responding to change

• Persuading and influencing

• Creating and innovating

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised