Job Description
To manage the portfolio of non-performing loans and certain watchlist accounts that are identified as extremely high risk exposures requiring additional focus and aim to reduce the impairment losses and maximise recoveries and close files in the minimum space of time
Hello Future Team Leader
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
As part of our team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
Are you someone who can:
Lead and manage a team of secure chat agents responsible for recovering outstanding personal loan amounts via digital communication channels. The role ensures high performance, compliance, and customer satisfaction through effective team leadership, strategy implementation, and continuous improvement.
You will have access to:
- Opportunities to network and collaborate.
- A challenging working environment
- Opportunities to innovate.
You will be a match if you able to :
- Supervise and lead a team of secure chat agents to meet daily, weekly, and monthly collection targets
- Monitor chat interactions for quality, compliance, and effectiveness.
- Provide coaching, feedback, and performance reviews to team members
- Handle escalated customer queries and negotiate payment solutions.
- Develop and implement digital-first collection strategies tailored to secure chat platforms
- Analyze chat data and collection metrics to identify trends and areas for improvement
- Collaborate with IT and compliance teams to ensure secure and efficient chat operations.
- Ensure adherence to company policies, POPIA, NCR regulations, and other relevant legal frameworks
- Maintain accurate and up-to-date records of chat interactions and collection outcomes.
- Prepare and present performance reports to senior management.
- Onboard and train new agents in secure chat protocols, tone, and collection techniques.
- Promote a culture of continuous learning and improvement.
You will be a great fit if you have the following:
- Bachelor’s degree in finance, Business Administration, or related field.
- Minimum 3 years of experience in collections, with at least 1 year in a supervisory role
- Experience with digital communication platforms and CRM systems.
Other Skills Required:
- Strong leadership and team management.
- Excellent written communication and negotiation skills.
- Proficiency in Microsoft Office and debt collection software.
- Analytical thinking and problem-solving.
- Knowledge of secure messaging protocols and data privacy regulations
Additional Requirements:
In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.
Apply now if you are interested in taking the next step. We look forward to engaging with you!
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
21/08/25
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.