Officer - Franchise Collection Operations Support at Stanbic IBTC

Job Details

• Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible

Job Purpose

• Monitoring of state, federal taxes, customs collections and other utility payments by branches and ensuring that these collections are remitted accordingly and support branches in collections transaction processing.
• Liaises with branches and service providers like Interswitch, E-tranzact, systems specs etc. on issues bothering on settlement and collections.
• Assist clients to retrieve credit notes from LASG RevPay platform and VAT filing request received.
• Ensures reconciliation of all central remittance collections accounts.
• Reconciliation, settlement and branch support for LIRS transactions.
• Sweep posting for LASG accounts.
• Failed transaction report monitoring.
• E-reciept retrieval for various State IGR collections and follow up with branches on hard copy receipt collections.   
• Timely resolution of complaints and requests logged on the platform.

Key Responsibilities/Accountabilities
Service:

• Liaise with branches on issues boardering Franchise collections and ensure that these collections are remitted accordingly.
• Interact with service providers like Alpha beta, Interswitch, Remita, System Specs and  Etranzact, etc on issues of collections and settlement.
• Reconciliation of central remittance collections accounts.

Customer and Business Partner Relationship Management:

• Support investigation of customers’ complaints relating to collections
• Follows through on initiatives to improve customer satisfaction ratings
• Consistently meet and surpass SLA
• Ensure allocated resources are judiciously utilised
• Supports throughput maximisation throughout the collections function
• Develops and implements initiatives to reduce cost
• Supports identified and defined tactical operational performance metrics geared towards meeting collections objectives by leveraging opportunities
• Support collaboration with other areas through continuous interactions to ensure that best practices are implemented and a standard approach is followed

Control:

• Support the identification, assessment and mitigation of risks facing the collections process.
• Observe operational regulations, group policy standards and operating procedures to minimise the Bank’s exposure to risk.

Self-Development:

• Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself
• Up-Skills self-regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.

Preferred Qualification and Experience

• Business management or commercial degree
• Applicable certifications
• At least one year experience in banking operations, ideally within the corporate financial service sector

Knowledge/Technical Skills/Expertise:

• Extensive knowledge and understanding of the various systems used within Collections
• Understanding of the interface between frontline service, sales and support functions
• Comprehensive understanding of banking transaction processes relevant to products and services offered to customers
• Computer proficiency in Microsoft Word and Excel
• Risk identification and assessment skills
• General knowledge of the Bank’s accounting practice