Collections Manager
Description:
THE MAIN PURPOSE OF THE ROLE
To drive daily operations and collections within the Team and engage with External debt collectors, Management of accounts, soft trace process, reconciliations, compliance of Service level agreements and reporting. The candidate must have good and strong leadership skills.
JOB REQUIREMENTS
Grade 12
Business Diploma /Degree or Credit Management level 5
Experience in Collections preferably a call center set up.
Proficient in MS Office Packages i.e. Advanced Excel, Word, PowerPoint, and Outlook
Minimum 5 years of experience managing a collections team
Understanding Debicheck payments and collections system and rules
Understanding of alternative payment gateway partners and processes
Data Analysis Skills
Knowledge of the In-Duplum rule, the Prescription Act, the Debt Collectors Act and the National Credit Act
Experience in collections in Pay Day Loans / Micro-lending environment is an added advantage.
Experience with auto-dialler systems.
SKILLS
Team Management
Hiring and on job training of team members
Team performance management
Attention to detail.
Ability to handle pressure.
Deadline/Target driven.
Excellent communication and writing skills.
Analytical skills
Planning skills
Problem-solving skills.
Reporting skills
KEY PERFORMANCE AREAS
Portfolio Management. Understand the portfolio and drive collections through smart and strategic processes.
Optimise collections activities to ensure the business has sound liquidity and working capital.
Daily management and monitoring of performance against set forecast targets, utilising reports available and month-to-date performance.
Daily management of collections Campaigns through different channels
Compilation and distribution of daily collections reports to relevant stakeholders
Query process and consumer queries and escalations are managed and executed timeously.
Weekly management and reporting of collections activities status to Senior Management
Monthly EDC portfolio balancing process, which includes reconciliation of accounts, allocation and retraction of accounts, clean up, and movement of accounts to relevant buckets.
Ensure EDCs operate within the terms of the Service Level Agreement
Create Content Strategy for different Collections Tools (Script, SMS, IVM, AND/OR Emails, Messengers).
Regularly analyse key performance indicators (KPIs) and perform trend analysis to provide concise summaries and root-cause analysis of performance trends to senior management.
REPORTS
Collections Forecast Report
Soft Trace Report
Debicheck Suspended accounts report.
Daily/weekly collections report
Agents Efficiency Reports
Compiling ad-hoc reports and additional project support
Providing input to monthly Reports