Officer- Centralised Admin Support 126 views1 application

Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

Job Purpose

  • To be responsible for all delegated Admin functions in CRR across product (with the exception of Specialised portfolio’s, Deceased & Insolvency, Debt Review, Defended, VAF insurance, Legal and Asset Management) and play a supportive role to Managers, Team Leaders and Agents in terms of general administration functions applicable to in-house and outsourced collection activities
  • Accountable for accurate completion of assigned Admin activities and functions within the set time frames and in accordance with policies, processes, procedures and business rules
  • Flawless execution of all admin functions and assigned tasks
  • To ensure departmental targets and objectives are achieved according to SLA and utilisation targets set

Key Responsibilities/Accountabilities

Key responsibilities

• Compliance with statutory, regulatory and supervisory requirements, to protect the reputation of the Group and to avoid legal action / sanction in respect of regulatory compliance matters
• Corporate Responsibility: Ensure that the image of Standard Bank is always protected as being professional and that the service provided by the Division is of the highest standards
• Ensure timeous execution of all admin related requests (including, but not restricted to, preparation of letters, statements and document retrieval, queries and vendor support. Engage relevant area wherever it may be necessary to finalise a matter
• Action all work generated via email, Customer 1st, CACS work lists, manual work lists / spreadsheets and any other channel according to the outlined SLA’s
• Maintaining high ethical standards to prevent market abuse.
• Reporting any breaches and exposures to the business unit head and/or the division’s Regulatory Compliance Officer
• Refund document preparation
• Updating host and collection systems appropriately on each action taken
• OBS queries and escalations
• Administrative responsibilities
• Query management:Customer 1st
– Provide feedback within TAT
• Manage Metrofile storage, viz. retrieval and return of files
• Re-spreads and extensions to be prepared within TAT (according to each product type) of receipt of instruction
• Load / delete / update debit order details
• Updates customer contact and address details
• Delegated ad-hoc functions and projects
• Ensure service excellence and quality of work at all times

Key performance measure
• Utilisation
• Flawless execution
• Turnaround time and SLA
• Work quality

Internal and external relationships
• Ensure sound and effective relationships with management, team leaders and peers
• Ensure sound and effective relationships with vendors and Outsourced Collections Management Unit
• Stakeholder engagement

Preferred Qualification and Experience

• Matric/Diploma/Degree
•Experience in Collections, Admin and / or Credit type roles is preferable

Knowledge/Technical Skills/Expertise

• Sound knowledge of all SBSA products and collection processes
• Knowledge and understanding of FICA and NCA
• Understanding of the set off policies and exclusion rules
• Understand definitions of and differences between live accounts, legal accounts, in-house collections, outsourced collections, post write off accounts, debt review, administration orders, book sale, VAF insurance, deceased and insolvency accounts
• Understanding of all terms and definitions used within CRR

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