Business Support & Resolution Officer at Integrated Corporate Services - ICSL

Location:Victoria Island, Lagos.

Key Responsibilities

• Timeous and adequate actioning of all accounts in terms of the business supports/resolutions strategy.
• Ensure compliance with statutory, regulatory and supervisory requirements, to protect the reputation of the Group and to avoid legal action/sanction in respect of regulatory and operational compliance matters. 
• Adhere to Bank policies and procedures. 
• Maintain and enhance customer service. 
• Timeously refer all insurance claims, retrenchments, disabilities, deceased, and insolvencies, tracing matters and recommended repossession action to the Team Leader. 
• To institute collection/recovery action on all NPL/written off accounts as and when required. 
• To assist in ensuring that present and future departmental objectives are achieved by maximising the recovery on written off accounts. 
• Timeously engaging with all stakeholders within the Group in order to maximise collections/recoveries of delinquent accounts

Key Performance Measures

• Achievement of daily/monthly set targets insofar arrears, balances and number of accounts actioned. 
• Roll rates not to exceed agreed targets while cure rate not to fall below agreed target. 
• Promises taken as a percentage of contacts made to be in line with set targets. 
• Promises kept as a percentage of promises taken to be in line with set targets. 
• Amounts collected/recovered to be in line with set targets per collector or as maybe determined from time to time for Pre-NPL, NPL an written-off account 
• Effective management of number of accounts dealt in each arrears category as may be determined from time to time •
• Customer complaints to be handled effectively. 
• Internal and external Customer Service ratings. 
• Self development.

Qualifications/Requirements

• B.Sc in any business oriented course.
• 2 - 3 years general customer debt management exposure
• MUST be 28 years and below
• Proficiency in MS Excel.
• Sound knowledge of Bank’s credit products.
• Sound knowledge of relevant statutory legislation and all legal procedures.
• Good knowledge of credit policies and procedures. 
• Ability to negotiate. 
• Immediate branch network knowledge.
• Strong attention to detail and good analytical skills.