Opening for Mid-Level Analyst in Collections and Credit Recovery

Absa is hiring aDelinquency Collections Officer, a role focused on collections management and debt recovery with an emphasis on sustainable results, compliance, and responsible customer relationships. This position is part of a banking institution with a strong presence in Africa and combines account analysis, payment negotiation, and work aligned with internal policies, regulatory requirements, and risk mitigation practices. The main objective is to reduce losses for the bank, support account regularization, and prevent further delinquency.

Role overview

The professional will be responsible for managing overdue accounts through effective and consistent collection approaches, seeking payment arrangements that are viable for the customer and suitable for the bank. The work includes direct contact with customers, identity verification, negotiation of payment promises, definition of repayment terms, and analysis of more sensitive situations, especially when there are arrears across multiple products or a need for account restructuring.

In more complex cases, the role requires reviewing the account history, recommending suitable regularization options, and possibly referring the case for review or debt counseling, always in line with the applicable tolerance and rehabilitation policy.

Key responsibilities

• Define monthly collection targets together with leadership, aligned with the portfolio and product objectives.

• Meet minimum daily call productivity levels to support team performance and achievement of monthly targets.

• Use collection scripts, tools, and procedures to confirm customer identity and negotiate payment solutions.

• Record all agreements established with customers in internal systems accurately and immediately.

• Analyze more complex accounts and propose suitable recovery and rehabilitation alternatives.

• Escalate unresolved situations to the team leader whenever necessary.

• Identify signs of fraud, unauthorized system access, or misconduct and report them through the defined channels.

• Forward administrative work to support teams within established deadlines and procedures.

Customer service, risk, and compliance

Beyond collections, the role requires a professional and balanced approach to managing the customer experience. The expectation is the ability to deal with dissatisfaction at the first point of contact, seeking resolution whenever possible and involving leadership when necessary. Clear communication is essential to understand the customer's situation, assess their real needs, and find options that reduce risk for the bank without compromising the integrity of the process.

The position also requires strict compliance with Absa policies, the organization's risk management framework, and applicable legislation. This includes mandatory training, respect for access controls, adherence to the code of conduct, and contribution to consistent audit outcomes.

Profile and practical expectations

This opportunity is suited to someone with an academic background inBusiness, Commerce and Managementat FETC level who is looking for an operational role with a strong component of negotiation, analysis, and process discipline. The professional should use leadership as ongoing support for technical development, collaborate with the team, adapt to change initiatives, and contribute improvement suggestions when identifying concrete day-to-day opportunities.

In practical terms, Absa is looking for someone capable of balancing collections, customer service, and risk control while maintaining consistency, accurate activity records, and a focus on responsible account recovery.