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Officer, Collections and Recoveries at Standard Bank Group

Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value.

Job Details

Risk Management: Understanding all risks – from the economic to the political – that could affect our global business, and offering guidance to all parts of the bank

Job Purpose

To perform collections, rehabilitation and recoveries interventions as per agreed strategies on all assigned accounts across all products with a view to collect the full arrears, or partial arrears and a short-term arrangement, or, propose a restructure. The incumbent is also responsible for tracing, and other more complex arrears statuses which includes outsourcing functions and relevant journal entries and general account administration. The successful execution of these actions will have a positive impact on achieving set budgets.

Key Responsibilities/Accountabilities

Arrears listings

  • Contact customers daily in line with strategy with a view to collect full arrears
  • Negotiate payment details for full arrears
  • Make short-term arrangements where customers cannot settle in one payment
  • Discuss, agree and recommend restructure options if customer cannot pay arrears in the short-term
  • Confirm that repayment arrangements are actively monitored, and that default is taken up expeditiously with the debtors
  • Despatch arrears Notices and SMS’s in line with strategy
  • Attend to walk-in Customers with a view to collect full arrears or negotiate restructures
  • Launch investigations on Customer and asset’s whereabouts when required
  • Conduct personal visitations to Customers when required
  • Outsource accounts to Debt Collection Agencies and Repossession Agencies
  • Handing over relevant accounts to Legal Department with requisite details
  • Attend and finalise matters relating to Insurance Claims, Repossessions, Attachments, Marketing and Disposal management, Insolvencies, Deceased and Skip Tracin


  • Work Quality on calls made
  • Number of calls made per Officer per day
  • Values collected / recovered
  • Administrational support quality and Turn-around times
  • Effective application of Collections System
  • Adherence to and execution of policies

Preferred Qualification and Experience

  • First Degree in Finance and Accounting or equivalent
  • 3-4 Years Experience in Collections in the Retail Sector

Knowledge/Technical Skills/Expertise

Technical Competencies

  • Handling Difficult Calls
  • Query Resolution
  • Active Listening
  • Outbound Phone Statistics
  • Verbal Communication

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