Admin Support Officer -  CRR - Centralised Shared Services 1 of 2
stanard bank
10d ago

Job Details

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
  • 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
  • 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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