ASSISTANT LEVEL 1 - COLLECTIONS AND RECOVERY

The main job of an Assistant Level 1 – Collections & Recovery is to follow the company’s recovery plans to help customers who are behind on their payments.

• The goal is to collect overdue amounts by providing excellent customer service, solving customer payment issues, and protecting the company’s assets

• Company and Control Call customers who have overdue on their accounts until the account is regularised and update diligently customers' file.

• Discuss with customer on credit solutions as defined per the Collections and Recovery Process, Policy and Strategy manual

• Ensure that repayment discussion with the customers are well recorded on the Collections and Recovery systems with the adequate disposition codes

• Refer accounts with no positive movement for legal recovery within a reasonable timeframe as defined in Collections and Recovery Process, Policy and Strategy manual.

• Strict adherence to the Collections and Recovery process and policies, internal policies as well as regulatory guidelines.

• Adopt proper records management principle as defined by Cim Finance in terms of upkeep and filing of documentation.

• Ensure that submission timeline are respected with no delay to internal as well as external stakeholders

• Always treat customer fairly

• Provide full assistance and support to any customer queries

• Ensure that service delivery to customer leads to positive customer experience

• Learning and Growth Keep abreast with latest changes within the Collections and Recovery process, Credit environment and changes within regulations.

• Self-development through trainings and academic qualification

• Sharing of best practice

Key Performance Areas

• Measurable Deliverables Weekly/Monthly/Yearly collection target being met at all times
• Adherence to established procedures and policies.
• No complaints from customers

• Minimum SC.
• Previous Experience in debt collections will be an advantage
• The Cim Finance Competency Framework, which defines what performance success, looks like within the organisation for each individual role level.