Principle Accountabilities

• Receipt of funds and issuance of receipts
• Regular client communication in terms of debt status, repayment plans, and support required throughout the customers’ journey (Onboarding of customer details and customer documents on CRM, mapping of payment plans, portfolio allocation, follow-up on signing of offer letters, issue of instructions to lawyers to prepare sale agreements, follow up on execution of documents)
• HFC Mortgage pipeline management and follow-up
• Mapping of timed collections
• Revenue assurance for the allocated portfolio to the issuance of cancellation notices and notification of units back to the market. (including timely disbursements of loans).
• Risk mitigation by participation in the handover documentation
• Complaint resolutions end to end with respective departments
• Compliance with laid-down policies and laws.

Key Competencies and Skills

• Technical competencies
• Knowledge of CRM software and Microsoft Office Suite – Intermediate excel skills
• Solid customer service attitude with excellent negotiation skills
• Knowledge of KYC/AML compliance requirements
• Knowledge of TCF (Treating Customers Fairly) principles
• Astute product knowledge
• Knowledge of portfolio management
• Commercial acumen
• Analytical skills
• Strong communication and interpersonal skills
• Emotional intelligence; dynamic individual with the ability to work under pressure.

Minimum Qualifications, Knowledge and Experience

Qualifications: Academic and Professional

• Bachelor’s degree from an accredited university, preferably in a business-related field
• Relevant professional certification is an added advantage

Experience

• At least one year experience in relationship management in a financial or real estate institution
• Strong proficiency in banking systems and applications, especially Profits and CRM
• Experience in portfolio management is a core requirement