{"id":356770,"url":"https://alion.io/job/absa-group-recoveries-agents","title":"Recoveries Agents","company":{"id":5669,"name":"Absa Group","domain":"absa.co.za","url":"https://alion.io/company/absa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":6,"ghost_share":0,"stale_share":0.667,"repost_share":0.167,"time_to_fill_p50_days":7,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2025-09-01T00:00:00Z","employer_posted_date":"2025-09-01","last_verified_at":"2026-11-11T20:29:12Z","board_verified":true,"closed_at":null,"days_open":436,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":436},"description":"Empowering Africa’s tomorrow, together…one story at a time.\nWith 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.\nMy Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.\nJob Summary\nJob Description\nReporting to the Collections/RecoveriesTeam Leader, the role holder will be;\nResponsible for the Collections or Recoveries of allocated group of loan and credit card accounts within the Personal and Local Business Segments within the Bank, with the objective of adopting given strategies and negotiating with the customer to bring any out of order accounts back to order.\nKey Accountabilities:\nBusiness Management - 40%\nMeet the minimum productivity requirements for calls, promise to pay (PTP) and kept promises (KPs) daily to ensure optimization of the collections function and achievement of the monthly targets for the collection agent\nUse the appropriate collection scripts and other tools available to verify client identity and negotiate with customers to obtain a promise to pay (PTP) or to negotiate the repayment terms which will achieve the best outcome for both the bank and the customer\nMonitor all accounts allocated daily and take appropriate action to ensure that the portfolio of accounts stay within agreed limits through the application of sound credit judgement within pre-determined broad policy guidelines\nRecommend accounts within own portfolio that meet agreed criteria for forbearance (which do not involve giving out more money) within pre-determined parameters and guidelines\nUndertake all forms of communication with the customer that are necessary to ensure that the accounts operate well or that subsequent action on the account, if required, is not unduly delayed\nAdopt collections targets monthly in line with portfolio and product targets as communicated by the MI team via the team leader\nIf no solution can be negotiated, calls must be escalated to the team leader for assistance\nUpdate the appropriate system upon completion of the negotiation with the customer to indicate the agreement reached with the customer in terms of the collections option that will be implemented\nCustomer Obsession - 30%\nRefer all customer complaints to the Customer Service team for logging on BOC. As the first point of contact wherever possible, resolve and close the complaint; escalate to the team leader to support in resolving the complaint if unable to resolve\nEnsure customer obsession is achieved and the retention of the customer is maintained by being professional in all instances\nSeek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the bank\nApplication of world class customer service standards always while handling customer’s issues, walk in customers and customer correspondences assigned on collection related matters\nTeamwork - 10%\nConstant liaison with the business network to undertake appropriate measures on allocated collections portfolio to offer alternative solutions for customers.\nTeamwork to formulate and execute innovative and creative strategies aimed at achieving stretch collection targets.\nParticipate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community\nEnsure individual performance objectives and measures are agreed with line manager.\nPursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.\nControls - 30%\nAdherence to service level agreements on any duties assigned.\nAdherence to banking policies and procedures.\nDelivering collection control requirements in a robust and rigorous control environment.\nEfficiently maintaining an accurate diary of collection actions undertaken on own portfolio on debt management systems with timely follow-up of due actions.\nDelivering operational excellence in achieving quality, cost, and service standards on assigned work.\nTechnical Skills\nAnalytical and numerical skills\nCommunication skills (written and verbal)\nInter-personal skills\nNegotiation and Influencing skills\nSpreadsheets/DatabaseSkills\nPlanning and personal organization\nQuality Conscious\nProblem solving skills\nService excellence\nOperational excellence\nCustomer handing techniques\nKnowledge, Expertise & Experience\nEssential\nUniversity degree or equivalent professional qualification\nPrior experience of dealing with customers\nHigh degree of interpersonal skills when dealing with a range of people and situations.\nGood knowledge of the general canons of good lending and credit risk assessment\nGood computer skills and ability to learn new software/applicationsquickly\nEffective communication\nSome knowledge of the Bank’s lending principles, policies, and procedures\nSome knowledge of the Bank’s general credit policies and Retail Products\nPrior experience in a lending environment\n Education\nFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies 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