Arrears Consultant

Key Responsibilties

To provide proactive support in managing and rehabilitating home loan accounts in arrears by consulting with defaulting clients, conducting formal assessments, and negotiating approved repayment strategies. The incumbent plays a vital role in reducing the escalation of accounts to foreclosure, thereby minimizing financial loss and credit risk to SA Home Loans.

This role requires efficient case handling, alignment with the company's low-cost service and originator model, and active contribution to departmental productivity and business efficiencies. The role requires specific targets to be made and maintained. All interactions must reflect the company's Amazing Service philosophy, ensuring respectful, solution-driven engagement with clients while protecting the company’s profitability and maintaining stakeholder confidence.

Key Outcomes

Effective Cost control: Financial

• Be cautious with costs

• Excellent time management

• Proactive and value management of key factors iro potential fraud situations/loss areas to ensure SAHL's 100% profit and minimal loss

Convert non-performing loans to performing and minimise arrears

• Maintain constant /frequent client contact.

• Review complete status of account in terms of a risk assessment of the loan account and information that is immediately available, with a view of rehabilitation. Carry out effective and timely assessments through a thorough analysis on CLIENT, ACCOUNT & PROPERTY RISK within the agreed assessment process.

• Explore all avenues and make use of all tools available to assist in rehabilitation process to avoid escalation where possible.

• Make recommendations and support same within agreed mandates. Where applicable submit to management and support same within agreed mandates and in line with the various arrangement plans.

• Record outcomes of assessment and keep clients/all parties fully informed with regard to progress, queries, and details of arrangements, declines and final outcomes.

• Carry out administrative functions effectively and timely in order to support key function of assessment and rehabilitation with a view to minimising risk and avoiding losses.

• Work with urgency and be pro active and strategic in risk management and given targets.

• Strict Compliance management of all processes, policies and procedures.

• Ensure all communications, including written and verbal are of professional standard at all times.

• Be adaptable to change as and when the dept requires it, assisting colleagues and building interdepartmental relationships (teamwork, reduction in staff, training, testing systems, dept projects, contributing to social & team building activities).

• Expedite to foreclosure where necessary in respect of risk & minimise losses and NPL’s. Ensure all actions carried out prior to escalation of account.

Minimum Requirements

1. Education

• Matric

• A certificate or Diploma in Banking / Debt Collecting would be desirable

2. Experience

• 1 years collections experience in a Home Loan / Call Centre environment

• Must be fluent/competent in the english spoken and written language

Competencies 

• Assertive, resilient & ability to handle irate clients.

• Target Driven

• Accuracy and Attention to Detail

• Self-Managed with the ability to work under pressure

• Team Player