Position based in Kloof (Durban) Main Purpose of the Job: To minimize customer risk by gathering, analysing and sharing all relevant market, risk, debtor and financial information to identify possible risks to the customer and suggesting mitigating actions in order to gain trust and enhance self-confidence and the companies Reputation. To find ways to sufficiently add value to clients through knowledge and implementation of the companies full-service product. Key Performance Areas Customer Satisfaction and value add Effective Operations Product Knowledge Employee Engagement Support structure to DRSs Reporting Organizational Relationships Accountable to: Regional Credit Risk Advisor, Senior Credit Risk Advisor, Regional Directors Accountable for: Assistant Credit Risk Advisor and / or Senior Debt Recovery Specialist, Debt Recovery Specialist No of staff: 1-2 Liaises with: Internally: All staff Externally: Clients, Contractors, service providers, Insurers, strategic partners Authorities and Dimensions Financial: Obtain authorization for travel, accommodation, entertainment and motor vehicle maintenance expenses within budget requirements. Assets: Laptop, vehicle, Dictaphone, cell phone Position Requirements: Qualifications: Financial, economic, law or business management degree or diploma Experience: Three to five years experience in a business being exposed to all financial facets and risks associated with trading. Debtors and creditors exposure. Experience at a managerial level will be an advantage. Experience dealing with Credit Insurers will be an advantage. Competencies: Analytical Attention to Detail Problem solving Dealing with pressure Conflict handling Resilience Communication skills Interpersonal Skills Tenacity Computer skills Core Accountabilities and Responsibilities Management Motivation & Leadership Ensure operational Excellence Support coach others where needed (ACRA, SDRS, DRS) Builds trust through open communication Enable direct reports to do work through teaching them, taking ownership and allowing views to be questioned Define work to the extent that others feel positive about the assignment Use information obtained from monitoring to provide constructive feedback Collaboratively establish goals Use development plans in order to enhance performance Understand what drives the achievement of goals Organising and Planning Plans have a time span of 1 month to 6 months The use of m-files to assist in planning and organisation (dashboards, views etc, assignments etc) Direct and plan work for others for your SDRS or DRS. Plans focus on customer service and satisfaction implementation of team goals and setting of personal goals Effectiveness and Delivery Identify problems recognize the causes within a reasonable period and identify potential solutions. Judgment is based on theory and analysis Actively analyse before taking decisions Decisions are around technical areas Create solutions at a process level Consider implications of decisions made Able to assess the subjective vs the objective Meeting deadlines Bottom Line Focus Accountable for ensuring quality of own work and work of SDRS or DRS Resolution of operational problems in order to enhance efficiency Work within governance Individual contributor Understands basic financial principles income and expenditure Understands the concept of the value chain Sensible use of company resources Initiative & Innovation Operational delivery Efficiency Initiate resolution of operational issues Meets required standards Meets deadlines timeously Tries to exceed own performance results Takes action on tasks without being asked to do so Recommends new creative ways to improve process Contributes new ideas Suggests new ways for improving workflows and productivity Client visits Value Add The following stakeholder visits should be utilised to ensure business continuity and up to date information regarding status: Debtors meetings Security negotiation Collection of debt visits Attorneys marketing meetings meetings with insurers, to be accompanied by Senior Advisor, Regional Advisor or Regional Director Motivation of higher insurance limits Business Rescue Meetings Liquidation Meetings Bonds and Guarantee meetings to be accompanied by Senior CRA Marketing presentations Presenting trade debtor insurance options During the above meetings actual and potential major issues regarding risk should be identified and reported to the Senior Credit Risk Manager, Regional Advisor or Regional Director. Determine intervention required in conjunction with Senior Credit Risk Manager, Regional Advisor or Regional Director. Report on matters being handled both inhouse and via Attorneys, liquidators, Business Rescue Practitioners etc. Manage operations Set up monthly meetings with clients Encourage clients to have new accounts vetted through BCB It is expected that you are able to provide market intelligence at meetings with your clients (the added value) Determine which debtors owe in excess of the established credit limit, especially if insured Establish what is being done to collect those accounts over term Recommend security where necessary (i.e. New business for substantial limits) Assist with the recommendation for pre-legal action Assist with credit insurance claims Establish possible needs for strategic partners products and refer accordingly Identify potential new clients for all THE COMPANY products and strategic partners and request assistance to convert, if necessary Service clients and clearly identify risk issues in all spectrums of THE COMPANY service offering including strategic partners. Management of all aspects of the clients account and monitoring of the account to ensure quality of service provided. Accountable for the contribution and effectiveness of the operation within area of responsibility through adherence to operational procedures. Ensure the attainment of all specified standards within procedures. Must be able to identity all possible clients of THE COMPANY core products and strategic partners to understand the wider impact of actions taken within the business. Must have a good understanding of all cost implications and benefits of all THE COMPANY services and strategic partners. Apply an understanding of the basic service offering to contractors. Do basic sales presentation to clients utilising knowledge regarding products and services. Minutes of meetings Provide Typist with the relevant information to do minutes for a meeting held. Ensure that completed minutes reach the client within 48 hours of meeting time Dictate and type notes file and minutes as and when required. Ensure minutes are in the correct format Maintain hitlist Update the hitlist on a monthly basis on M-Files Ensure that the hitlist include client requirements and action items. Visit debtors to endeavor to determine risk Obtaining work in progress / contracts on hand Assess ultimate risk Obtain Annual Financial Statements / Management Accounts Must be able to assess / interpret on site with the debtor present and make decision there and then whether you are happy with the risk or clarify any items in the financial statements about which you are uncertain clarify on site Advise the debtor whether their financials “stand up” and if they dont, determine what security is available and get the documents signed there and then. If AFS / MA taken, to assess and communicate to BCB and file on M-Files Obtain security if risk is unwarranted without. Assess any need for strategic partnership products. Ensure that you have quick access to the following security documentation: Sale Agreement Deed of surety ship Cession & Pledge Acknowledgement of debt Acknowledgement of correctness of account Direct cession Add a note to file on M-Files that provides clear details about the status quo with regards to that specific client. This must be done within 24 hours. Refer note to file requirements Monitor impact on insurance policies Policy Management Apply knowledge of client policies and related pricing. Request and compare quotes to determine the best options for clients in conjunction with the insurance manager Analyse and understand policies i.e., policy review, claim reserves, claims ratio, salvage. Must be aware and comply with all insurers deadlines. Ensure that declarations are completed accurately and timeously Train clients on CreFgalink and SSI Broker portal as and when required. Compile a policy review report for feedback purposes as and when required. Conduct a policy review presentation to provide input regarding cover, possible risks, etc. Assist in gross exposure reduction by assisting in getting information to motivate higher cover or cover at all Apply understanding of maximum liability. Applications As and when a debtor requests a limit all relevant information must be requested from the debtor to enable a thorough assessment. Apply knowledge regarding the impact of special conditions and advise clients accordingly Assess the situation when lower limit given and find possible solutions for cover to be granted including suggestions not mentioned on the annexure. Identify solutions to obtain limits and not just accept outcome with CGIC / SSI THE COMPANY Recoveries pre-legal process Claims Identify when a claim needs to be lodged and be able to advise the client of the process with confidence. Deal with situations where a claim is rejected in a way that leads to a win-win for the customer and the service provider. Escalate such instances to Management. Deal with rejected claims effectively. Must understand claim payout process and time frames for the claim to be paid and be able to calculate payout amount. Check indemnity proposal on claims and confirm it is correct and advise client to accept or not. Determine which clients are insured from a debt collection perspective. Fully understand and ensure compliance of the insurance timelines for debt collection and lodging claims deadlines from insurers. Apply understanding of how CGIC’s and SSIs collection division and mitigation department operates at all levels of authority and escalation channels. Meet with CGIC / SSI to discuss progress on collection matters or to address clients concerns when they arise. Apply an understanding of THE COMPANY’s internal process between Insurers, THE COMPANY collection division and THE COMPANY consultancy in order to ensure effective management of stakeholders. Provide relevant motivation to CGIC / SSI on why a certain course of action has been decided on relating to a collection file. Identify if a CGIC collection should go to THE COMPANY collections or be handled by THE COMPANY consultancy and manage the dynamics accordingly refer to RCRC Manage and report on debt recovery files Pre-Legal Monitor debt collection for clients and intervene as required. Follow up on outstanding payments for THE COMPANY services Apply and understand during interaction with clients regarding the legal process and time frames as well as how the legal process operates. Advise the client on the best legal process and course of action to recover the debt. Analyse the clients paperwork and advise on suggested legal course of action. Update M-Files collection package to ensure constant and real-time recording of all matters. Take action based on receipt of the LAA (legal action advice) form. Send the necessary demand and record it and then follow up telephonically to obtain some explanation why the customer has not paid. This might mean visiting the customer to re-schedule the debt (i.e. obtain an acknowledgement of debt supported by securities) and then following up to ensure the customer pays as per the re-scheduling arrangement so it is not necessary to hand over. Verify correctness of all securities that are held, the correct debt owed and the period of supply so as to avoid any possible later dispute. Comply with the notice and conditions required to adverse list the delinquent. Communicate with the client on a regular basis. Utilise M-Files for all transactions Legal Handover to Attorneys Obtain regular updates from Attorneys and Credit Insurers. Hand relevant documentation over to attorneys in the case of insolvency and liquidations. In more complex legal matters, instruct attorneys or liaise with attorneys to optimize recovery. These are invariably on matters that are defended and are not the standard defaulting customers. Ensure the correct steps are taken with legal matters, such as on undefended matters from summons to admin order and the normal costs applicable to each step. Similarly, on defended matters, understand the required process from appearance to defend, to trial Communicate with the client on a regular basis utilising M-Files at all times Business Rescue / Liquidations Apply an understanding of the liquidation process and business rescue time frames. Attend business rescue meetings and ask the relevant questions in order to establish any concerns with the existing plan. Report on the viability of the business rescue from our clients perspective and negotiate better terms for our clients if need be. Deal with Liquidators / Business Rescue Practitioners to optimize your clients claims (i.e. particularly if they are secured). This will include submitting claim documents to Liquidators / Business Rescue Practitioners on clients behalf

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