Collections Supervisor

**Purpose of the Job**:
The role of the credit and collections supervisor is to direct and lead the management of the people, processes, and operational activities within the Mettus Credit Management department.

**Main Responsibilities**

**Tasks**

1.

Supervision of debt collection activities
- Ensure that the department collects outstanding debt from customers within agreed payment terms.
- Ensure that inbound and outbound initiatives and campaigns are implemented to ensure the successful collection of outstanding debt.
- Implement effective debt collection campaigns to increase revenue collected, reduce DSO’s and improve age analysis health.
- Ensure accurate capture of critical customer information such as account disputes, monthly debit order details, promise to pay details and payment arrangement information.
- Where necessary, facilitate accurate record keeping of customer contact information for debt collection purposes.
- Ensure regular reconciliation of customer accounts to reduce incorrect credit balances and improve debtor age analysis.

2.

Perform customer support
- Ensure that all queries dealt with are resolved correctly in the first attempt.
- Ensure that client/customer disputes are correctly captured for effective tracking.
- Ensure the disputes on client accounts are resolved within agreed timelines.
- Ensure that relevant internal and external stakeholders are adequately informed on the status of account disputes.
- Ensure that unresolved disputes do not hinder clients from operating at optimal capacity.

4.

Manage collections department
- Ensure that department targets and service levels are achieved.
- Monitor and manage staff availability and capacity to manage workload.
- Actively manage staff activity to remove work backlogs.
- Ensure the effective management of employee performance and behaviour.
- Perform monthly performance appraisals for all employees.
- Train staff on a regular basis to maintain a skilled workforce.
- Create an environment which promotes effective knowledge transfer and open communication

5.

Active monitoring
- Regularly review the debtors age and daily collections reports to identify areas of concern
- Provide meaningful feedback at the weekly Collections Review meetings.
- Provide relevant information to business to ensure that the stay abreast of book health and problem accounts.

6.

Manage business relationships
- Foster effective and professional relationships with business partners, internal customers, and external customers to ensure co-operation and ongoing support.
- Foster a positive work environment built on mutual respect with staff, subordinates, and superiors.
- Liaise with relevant teams and departments for support and assistance in resolving queries and escalations.
- Attend and provide input into various forums to ensure alignment between relevant business units.

**Qualifications and Experience**

Minimum Qualifications:

- Matric.
- Relevant 3-year diploma/degree is advantageous.

**Experience**:

- At least 3 years’ credit management related working experience.
- At least 1 years’ experience in a supervisory/management role.
- At least 1 years’ call centre experience is advantageous.

**Knowledge and Skills**

Knowledge
- Knowledge of call centre management.
- Knowledge of credit-related strategies and credit management principles relating to the South African credit industry.

**Skills**:

- Team leadership.
- Change leadership skills.
- Influencing skills.
- Customer orientation.
- Results orientation.
- Excellent written and oral communication skills.

**Job Type**: Temporary
Contract length: 6 months

Work Location: In person