Senior Collections Specialist

2 weeks ago


Pretoria, Gauteng, South Africa Old Mutual Full time
Role Overview

The Senior Collections Coach is responsible for managing and improving overall collections performance and book growth of a province. This role involves providing remote and face-to-face support to regional and branch network personnel by means of travelling to required locations.

Key Responsibilities
  1. Provide training and coaching to Financial Consultants, Branch Guides & Customer Relations Consultants on effective collections strategies.
  2. Focusing on poor performing branches and Financial Consultants forward roll rate specifically Active Collections to Legal, identifying areas for improvement and implementing corrective actions.
  3. Daily management of Debi Check Pre & Post Disbursement, ensuring seamless operations and minimizing disruptions.
  4. Offer advice, guidance, systems, processes, and procedures to Provincial Managers and Area Managers to facilitate effective collections functions.
  5. Drive implementation of Book Retention and Growth strategies based on collections performance as provided by Collections Management.
  6. Engage with Call Centre and Pay date Management and Customer Solutions to provide intelligence around employers in the region, focusing on pay dates, Industrial Action, Retrenchments, and closures.
  7. Assist with tracing of clients that the Call Centre has not been able to contact, utilizing effective communication and negotiation skills.
  8. Plan, execute, monitor, and manage all current collections functions/processes for the regions assigned, achieving set targets and KPIs.
  9. Provide support to all assigned Area Managers and Provincial Manager in the region with regards to arrears accounts follow-ups, ensuring timely resolution and minimal losses.
  10. Generate daily, weekly, and monthly Collections Reports, trend analysis, Quality assessment, and Audits per Branch, Area, and Region, highlighting key findings and recommendations.
  11. Handle complex queries escalated by branches (that do not require Central Collections or Complaints department intervention) by dealing with clients via telephone and other digital channels in adherence to procedural, productivity, and quality standards.

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