Debt Review Officer - Standard Bank

Job Purpose

To achieve operational excellence through executing the end-to-end debt review activities and delivering in accordance with the organisational and industry strategies; rules and regulations. This includes Debt Review Originations, Certificate of Balance, Proposals, Legal, Restructures, Payment Management, Terminations, Reinstatements, Administration and Service Fulfilment

Key Responsibilities/Accountabilities

Service Fulfilment Officer

To receive and action written queries and complaints from:

External Customers – National Credit Regulator; Banking Association of South Africa; Credit Ombudsman; Banking Ombudsman; National Debt Mediation Association (NDMA); Hello Peter; Debt Counsellors; Payment Distribution Agencies (PDA); Customers

Internal – Complaints Resolution Centre (CRC); Credit Rehabilitation; Credit Recoveries; Standard Bank Executives To provide customer service excellence, accurate and timeous information, resolve both internal and external stakeholder queries and complaints to delight/please and exceed our customer expectations and minimize reputational, regulatory and financial risk to the bank. To escalate queries to the team leader where decisions outside of the levels of authority is required e.g. as it relates to operational losses and other financial losses to the bank.

Key Accountabilities:

• Compliance with Statutory, regulatory and business requirements, to protect the reputation of the group and to avoid legal action/sanction in respect of regulatory compliance matters.
• Refer customer requests to the relevant department for actioning.
• Maintain call activity at agreed targets.
• Confirm/Update customer records.
• Provide efficient and quality service to customer.
• Comply with product specific policies and procedures.
• Sign on and Compliance Targets to be met.
• On-line hours as specified in contract. Administrative To provide administrative support and ensure compliance at all times with the provisions of the National Credit Act and execute in accordance with the Bank’s policies and procedures, across all products.

Preferred Qualification and Experience

• Minimum qualifications: Matriculation / Tertiary and Debt Review Certifications will be an advantage
• Training Courses: Debt Review Role Based Accreditation / Advanced Debt Review Programme / Paralegal
• Working knowledge of the pre and post Debt Review process, specific to the Bank
• Fair understanding of the rights and duties of Debt Counsellors, PDA’s and NCR as set out in the NCA

• End to end knowledge of the Debt Review process in accordance with the Banks Policies and Strategies
• Must be able to display lateral thinking for purposes of sound decision making
• Good problem-solving skills
• Effective dispute resolution skills
• The ability to assimilate information quickly and easily to make on the spot decisions
• The ability to recognise matters that are beyond their mandate/ scope but that can still be resolved within the BU (appropriate escalation to seniors)
• A good knowledge of banking and business operations across all products and all the bank’s systems.
• Credit, Collections and Legal Knowledge
• Sound verbal communication and written skills and ability to adapt communication to different levels.
• Fully versant with the Code of Banking Practice, NCA, CPA, Customer 1st and other governing legislation.
• 1-2 years banking/business exposure in credit evaluations/Legal/ administrative/customer service role and/or debt review role