Transformational Collections Specialist

4 weeks ago

Johannesburg, Gauteng, South Africa Old Mutual Full time

Old Mutual Finance seeks a seasoned professional to fill the role of Collection Performance Catalyst. This position plays a pivotal part in driving business growth through enhanced collection strategies.

About the Role

This is a provincially based position within the Old Mutual Finance Collection Team. The primary goal of this role is to effectively manage and improve overall collections performance and book growth across various regions.

Key Responsibilities
  • Deliver expert support to regional and branch network personnel through remote and face-to-face interactions, ensuring seamless execution of collections functions.
  • Provide comprehensive training and coaching to Financial Consultants, Branch Guides, and Client Relations Consultants to optimize their skills and knowledge.
  • Foster a culture of excellence by identifying and addressing poor performing branches and Financial Consultants, with a focus on active collections to legal forward roll rates.
  • Analyze and address specific trends in each region, including first payment due, first instalment missed, arrears vs payment recency, and other key performance indicators.
  • Ensure daily management of Debi Check pre- and post-disbursement processes to maintain efficiency and accuracy.
  • Offer guidance, advice, systems, processes, and procedures to Provincial Managers and Area Managers to facilitate effective collections operations.
  • Develop and implement book retention and growth strategies based on collections performance data from Collections Management.
  • Collaborate with Call Centre and Pay Date Management teams to provide intelligence on employer pay dates, industrial action, retrenchments, and closures in specific regions.
  • Assist in tracing clients that the Call Centre has been unable to contact.
  • Plan, execute, monitor, and manage all current collections functions and processes for assigned regions.
  • Provide support to Area Managers and Provincial Managers in arrears account follow-ups.
  • Present and analyze daily, weekly, and monthly collections reports, trend analysis, quality assessments, and audits for branches, areas, and regions.
  • Communicate collections performance and analysis to stakeholders via daily reports.
  • Present monthly collections reports during Provincial and Regional meetings.
  • Demonstrate expertise in handling complex queries escalated by branches, utilizing telephone and digital channels while adhering to procedural, productivity, and quality standards.
  • Influence and guide Financial Consultants, Branch Guides, and Client Relations Consultants towards finding suitable solutions for client queries.
  • Participate in technical enhancements, testing system changes, and training Financial Consultants, Branch Managers, and Client Relations Consultants.
  • Elevate collection strategy alignment and implementation with Branch Guides, Area Managers, and Provincial Managers.
Requirements

We are seeking a highly skilled and experienced individual with:

  • A Matric or equivalent NQF level 4 qualification.
  • 3-4 years of extensive experience in a collections environment, preferably as a Call Centre agent, debt collector, or active support role in the regional collections environment.
  • The ability to converse fluently in at least two official South African languages, with one being the primary language of the specific region applied for.
  • Intermediate MS Excel and MS Word skills.
  • Intermediate presentation and facilitation skills.
  • Excellent analytical and problem-solving abilities.
  • A valid driver's license (Code B).

Salary: R550,000 - R650,000 per annum, depending on experience.

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