SF3-ZA-S-4,SF3-ZA-S-4 / Administrator: Collections

Job purpose

The debt recovery consultant is responsible for the collection of arrears on the active, expired and closed portfolios for the retail finance (vehicle) and home loan portfolios with the intent of collecting outstanding payments or motivating the movement of these accounts into a legal process.

Key responsibilities

• Telephonic contact with delinquent customers.
• Tracing clients via the use of Company assigned tools to gain alternative contact numbers to contact customers.
• Sending legal correspondence to clients notifying them of their default and actions required to remedy the account.
• Liaison with customer’s bankers, insurance companies, attorneys
• Liaison with external tracers and collection agents
• Liaison with internal and External  staff (dealers)
• Working an average of 60 accounts a day with the intention to reduce the rate of delinquency in-line with monthly targets and budget projections.
• Monthly status report of accounts in portfolio
• Review, analyse and motivate for deal cancellations once all legally required steps have been finalized and no suitable outcomes is available.
• Negotiating and recommending payment terms for delinquent accounts, based on the prescribed procedure of the department, or by supervisor approval.
• Maintenance of automatic and manual debit orders
• Ensuing all contact with customer and customer elected representatives is recorded in the Company’s contact history systems.
• Educating consumers of alternative solutions such as OTP and Section 127 voluntary surrender procedures.
• Update customer information based on written, telephonic or other suitable means provided.
• Prioritize the minimization of migration of accounts by effectively managing the accounts with clients to ensure resolution within 30 days of the default.
• Contribute to weekly collections campaigns as defined by collections management from time to time.
• Ensure monthly Accounts Worked, Commitments Honoured/Kept, Client interactions, as well as all other targets assigned are met.
• Ensure the best interests of the Company is also at the centre of any activities to ensure compliance and a good reputational image for the brand.
• Preparing Charge offs to Legal and or Repo
• Booking Assets on Rema, and updating tracking
• Effectively manage and secure the resolution of all home loan delinquent accounts assigned.
• Internal Control systems (ICS) – adherence to controls; active contribution to detect and mitigate process gaps.
• Identify and support implementation of automation / efficiencies / process optimization, in or affecting your area of responsibility.
• Any other task that management may necessitate in reaction to unexpected changes to our environment, greater business needs or to mitigate the vulnerability of the BMW Groups reputation or potential financial loss.

Educational Background / Professional Knowledge and Experience / Other Skills

• Diploma in Administration or Equivalent
• Relevant tertiary qualification preferred.
• Previous collections experience advantageous
• Knowledge of the NCA
• Excellent computer skills
• Excellent Time Management skills
• Good conflict resolution skills
• Good verbal and written communication
• Problem-solving ability
• Empathy
• Company Image carrier
• Listening Skills
• Use of Judgment (in rule application)
• Willingness to work overtime when required
• Strong administration skills
• Must be a team player