Team Leader-collections

3 days ago

Johannesburg, South Africa ADvTECH Full time

Join Our Team at IIE Rosebank College

The Independent Institute of Education, Rosebank College, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 28,000 students nationwide.

As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you.

Join us on our journey of shaping futures

**Job Purpose**:
The purpose of the Team Leader - Collections role is to maximize productivity and provide effective supervision within the Debtors team. The role focuses on minimizing overdue accounts and reducing the need to hand over accounts for further action. The Team Leader will specialize in specific aspects of the debt collection process and will supervise the team in alignment with this specialization.

**Duties & Responsibilities**:
**Manage Collections**
- Assisting collectors during a call by using the call whispering function
- Monitoring and reporting on daily, weekly, and monthly performance collection vs set target
- Monitoring Calls, Matters worked, PTP, PTP conversion rate and troubleshoot/intervene.

**Tickets**
- Manage daily Tickets and ensure that they do not breach SLA.
- Ensure the daily verification of Refund: ensuring that the required supporting documents are attached and that adjustments are made accurately.

**Reporting**
- Provide daily, weekly and monthly staff statistics on collections, PTP made, broken PTP and average talk time, conversion rate.

**Team Leadership**
- Lead, mentor, and develop the Collections - Calling team, fostering a culture of continuous improvement and professional growth
- Conduct regular performance evaluations and provide feedback to team members.
- Recruit and train new team members as needed

**Minimum Requirements**:
**Qualifications**:

- NQF Level 5 in Bookkeeping/ Finance/ Credit Management minimum

Experience
- 7 Years Debt collection experience minimum
- 5 Years experience leading and managing a team

**Key Competencies**:

- The ability to deal with customers diligently, courteously, and professionally while collecting payments (Excellent telephone manner)
- The ability to understand and read a statement, in order to identify overdue account
- Be concise and assertive, although also persuasive and patient
- Knowledge in Microsoft Excel.
- Reconciliation knowledge
- Customer service orientated and some knowledge of CPA
- Self-motivated, reliable negotiation experts who care for our clients as well as our company.
- Collection’s agents need to be patient and diligent, especially when it comes to tracking down the individuals responsible for paying off a debt as customers may avoid calls from collections agents or quickly hang up

**Salary**:
Market related.

**_

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