Recoveries Representative Secured

Role Title

Recoveries

Representative

Secured

Business Area

Location

Team

Reports to

We were made by people who want to believe, like we do, that this is the best country in the world. A place chock full of talent, so beautiful it can make your heart sing. A place where you want your kids to grow up, full of beans, fresh air and big ideas. A place that has it all. The envy of elsewhere. We believe this should be a country where everyone feels they can achieve and have a good life and you don’t have to go overseas to ‘make it’. We are ambitious for New Zealand, we want it to grow to be a strong place where business invests and people see their future. We believe we can make it happen.

Role Purpose

Effectively manage the bank’s secured lending arrears and associated problematic accounts to minimise losses.

Provide superior recoveries and financial hardship support and assistance to internal and external customers as required to ensure the retention of new and existing clients.

Responsibilities

1. Customer Service

Provide service excellence to customers. This is achieved by ensuring a high level of customer satisfaction for every customer contact whether external or internal. Each interaction should meet agreed customer service objectives, standards, and satisfaction measures for example: friendly, helpful, timely, professional and knowledgeable. Provide service to external customers requesting relief for financial hardship, and proposing appropriate solutions on a case by case basis.

Accurately and efficiently assess and deliver appropriate solutions to customer needs, including financial hardship recommendations. Demonstrate an extensive understanding of all secured products credit policy and procedures.

Maintain professional working relationships with internal/external business partners and operate within SLA agreements.

Note: These duties may change from time to time to meet operational or other requirements.

2. Credit Control Active management of all secured overdrawn accounts and loan arrears (including processing of all cheque dishonours due to insufficient funds).

Undertaking assessments of customers financial position and performance and make appropriate recommendations with the ability to think outside the square.

Proactively communicate with customers in default, or requiring customer care solutions, by inbound and outbound telephone calls or in writing as required.

Manage collections processes and actively work with customers and legal

representatives to recover outstanding debts. Formulate and manage recovery strategy using legal action if required.

Take responsibility for managing and processing all EQC related claims, ensuring both the banks and clients interest are served.

3. Reporting and Recording

Ensure all information loaded into the core banking system is accurate, and maintain accurate and timely statistical reports.

Log all actions taken in the appropriate system (Ultracs, Tallyman, In Touch and Activate).

4. Continuous Improvement

Contribute to continuous improvement of systems, processes and systems

5. Risk All our people have a responsibility to understand, report and manage operational and compliance risk. This includes understanding business unit obligations, maintaining risk registers and complying with relevant policies, such as the operational and compliance risk event management policy.

6. Health and Safety

All of our people have a responsibility for their own and others safety and wellbeing. This includes following all safety and wellbeing procedures and instructions, including

reporting hazards, incidents and accidents and participating in safety and wellbeing initiatives and programmes as required.

Core Kiwibank competencies

Competency and

relevant value/s Example Behaviors

Customer Driven

Do What’s Right / Make it Easy

For Core and Specialists this is about understanding and anticipating the needs of internal and external customers and always aiming to go the extra mile to deliver the best experience.

• Shares knowledge and works side by side with customers

• Responds to customers in a professional and knowledgeable manner • Understands their customers and looks to build sustainable relationships • Takes ownership and uses initiative when responding to customer requests

or problems, meeting their needs and expectations

• Serves the customer in a straightforward and caring manner or focuses on how to better support the frontline

Innovative Solutions

Make it Easy

For Core and Specialists this is about working to understand problems and issues and seeking innovative ways to solve problems and make improvements.

• Looks for faster, smarter or more cost effective ways of working • Generates new ideas regarding their role

• Continuously improves performance in their role

• Encourages and acknowledges the creative contribution of others

Business Sense

Raise the Bar

For Core and Specialists this is about demonstrating commercial acumen and a working knowledge of Kiwibank’s key drivers and financials, in order to help maximise our long term performance and profitability.

• Demonstrates an understanding of the business of Kiwibank, it's challenges and opportunities

• Understands their role and contribution in ensuring Kiwibank's success • Understands how Kiwibank makes money and what makes us profitable • Recommends opportunities to make Kiwibank a more efficient and

competitive organisation

• Demonstrates basic business sense in making decisions • Understands ‘better value’ and has a low cost approach

• Manages own safety and wellbeing requirements and immediately escalates issues they cannot resolve themselves

Change

Raise the Bar

For Core and Specialists this is about being open and responsive to change initiatives and dealing with work-related issues and pressures in a professional and positive way.

• Demonstrates a positive and open attitude towards change

• Has a ‘how can we make this happen?’ response to viable requests for change

• Works constructively under pressure

• Uses appropriate coping strategies to deal with pressures • Demonstrates flexibility to changing work requirements

Collaboration

One Team

For Core and Specialists this is about effectively working with others towards the achievement of Kiwibank’s business goals.

• Builds and maintains cooperative work relationships with others • Listens to and values the input and contribution of others • Collaborates effectively in meetings and informal interactions

• Promotes respect for differences in the team and encourages tolerance and openness

• Takes ownership for resolving conflict

• Considers when appropriate to involve or inform people from other areas, outside of immediate team

Commitment to Kiwibank

One Team

For Core and Specialists this is about demonstrating a genuine belief in Kiwibank and promoting our values as our point of difference.

• Committed to the Kiwibank purpose and shares Kiwibank’s ambition for New Zealand

• Consistently models our values

• Knows the Kiwibank vision and actively promotes that vision to our customers

• Displays a positive ‘can do’ attitude •

Skills & Experience

1. Operations Administrative and customer service experience. Proven attention to detail and time management skills

2. Recoveries / Lending Experience in collecting all secured lending is essential. Knowledge and adherence to Kiwibanks credit risk policies. Understanding of all secured lending business, processes and systems, including industry best practice.

Sound understanding of credit and recovery processes and experience in collecting mortgage secured lending. This includes demonstrating an understanding of home loan credit assessment, risk analyses, debt restructure and pre approvals.

Previous practical experience in analysis of financial accounts and loan documentation and securities.

Sound knowledge of legislative requirements for debt

management.and wider understanding of collection processes.

3. Technical PC and Keyboarding skills, i.e. Excel, MS Access, E mail, MS Word, and general office applications. Previous experience with Tallyman is an advantage.

4. Communications Effective oral, written and active listening skills are required.

5. Problem Solving and Improvement Focus

Ability to analyse problems and provide valid well thought out solutions. Experience identifying and implementing process improvement solutions

Dimensions

No. Direct Reports: 0 No Indirect Reports: 0 Operating Budget/Revenue: 0

Key Relationships Internal: Recoveries, Other Operate functions, Sell and Serve, NZHL/AMP/Heartland Consultants

Key Relationships External: Customers, Budget Advisors, Lawyers and Solicitors, Real Estate Agents, Valuers, City Councils, Insurance Companies or other representatives as authorised by the customer