Position: Collections Supervisor
Location: Pretoria
Are you all about effectively managing your team by ensuring thorough coaching, assessing performance and setting collections targets that need to be met? Are you well versed in maintaining customer relations and analysing customer information? Are you all about ensuring money owed to the Company is obtained? Are you well versed with negotiations and have an unrivalled ability to persuade clients, to reach a certain outcome? Then you are our COLLECTIONS SUPERVISOR. This role plays an integral part in our team, as you will ensure the Collections team is supervised so as to ensure targets are met.
Great, so who is a good fit?
A specialist who has the ability to work well in a team and can negotiate on behalf of the Company so as to ensure accounts that are in arrears are fully paid. You will provide invaluable support to the Collections team in ensuring their targets are met and they have the necessary support and guidance, when needed.
You may be wondering, what does the duties include?
- Provide coaching and guidance to ensure payments are collected from clients;
- Manage escalated customer queries;
- Manage escalated credit bureau queries;
- Assist with complex insurance claims;
- Support team with complex queries and concerns;
- Ensure team reaches daily targets set;
- Implement performance management where such targets are not met;
- Daily/weekly/monthly reporting to be accurately and effectively done;
- Discuss and come up with ideas to do things better;
- Responsible for reporting to Management on Collections activities;
- Responsible for one-on-one sessions wherein red areas are discussed and solutions are proposed.
Are there any specific skills and attributes required?
- Effectively manage time of team and self to reach goals;
- Ability to lead and manage team, developing where needed and ensuring KPI’s are reached;
- Ability to build strong relationships;
- Ability to delegate work with authority, ensuring staff take initiative and accountability for their own development;
- Ensure self and team work effectively with other teams;
- Ability to interact comfortably with a diverse group of people and show empathy whilst being an active listener;
- Excellent verbal and written communication skills;
- Ability to provide concise and relevant information and provide advice when needed;
- Analysis of stumbling blocks to find positive solutions;
- Root cause identification to prevent re-occurrence;
- Ability to work alongside team to achieve a common goal;
- Be mutually accountable for all projects taken on;
- Ability to think outside of the box and to find creative means in order to solve problems;
- Ability to combine ideas to find the best solution;
- Ability to perform tasks in an organised manner;
- Plan efficiently and effectively to ensure deadlines are met;
- Reason well in contexts requiring quantitative analysis and the ability to make decisions based on analysis and findings.
Take a look at the what the requirements for this amazing job is
- Matric;
- A Certificate in business administration or a similar field, advantageous;
- Minimum 3 years’ experience in a collections call center or similar role;
- Minimum 1 years’ experience in supervising a team;
- Strong understanding of collections processes and related legislation (NCA);
- Experience in dealing with external debt collectors;
- Understand of the debt counselling processes.
