Are you experienced and passionate about Collections then keep reading, you may be the Collections Team Leader we are looking for.

REQUIREMENTS

Here’s what experience we need from you:

• A sound understanding of debt collection and associated legal obligations
• Be self-motivated and commercially minded
• High attention to detail
• Be methodical in your approach
• Demonstrated ability to show active listening, effective questioning to build rapport and ongoing relationship
• Proactive and performance driven nature
• Independent problem-solving abilities and positive attitude
• Ability to display a flexible approach to problem solving issues whilst working within established credit framework
• Sound understanding of the Debt Collections Guidelines, and legal requirements
• Ability to work within an ambiguous environment and assist to create appropriate structure and processes
• Solid experience in a debt recovery role
• A good understanding of how to talk to get the most out of customers
• Prior knowledge of working with Salesforce is highly regarded
• People management experience

THE ROLE

Reporting to the Credit Risk Manager, the Collections Team Leader will assist in leading and developing a team of Collections Specialists towards the achievement of collection activities and outcomes. The role is responsible for the operational end-to-end management of day to day collections duties and processes.

RESPONSIBILITIES

Here’s an example of your day to day:

• Responsible for pro active continuous improvement of the Collections function - updating and monitoring all collections processes, policies and manuals to ensure compliance and a great customer experience
• Collect relevant documentation for external collections partners
• Developing and tracking appropriate KPIs for the collections team
• Ensuring we are handling customer payment difficulties with sensitivity and tactfulness
• Maintain detailed and accurate records for interactions, contact details, collections work and all other activity, related to the management of customers
• Suggest system or process improvements where possible to increase efficiency and effectiveness
• Responsible for presenting weekly collections data
• Manage partner relationships (for example: collection agencies, potential outsourced reminder partners)
• Manage and assist with the launch of new collection projects including testing and execution stage
• Train, mentor and manage team members in the collections department
• Participate in Group Audits regarding required collections information
• Ensure tasks and duties are allocated to meet monthly efficiency and compliance targets
• Assist with day to day collections duties (for example: dialer, manual calls, payment arrangements etc) as required
• Other duties as directed within the skills and abilities of a position at this level, as directed by the Operations/Credit Manager