Collections Team Leader

Main purpose of job

Reporting to the Payments and Hardship Manager, the Collections Team Leader will assist the Payments and Hardship Manager in leading and developing a team of Collections Specialists towards the achievement of collection revenue targets. The role is responsible for the end-to-end management of day to day collections duties and processes.

Key accountabilities

•Responsible for updating and monitoring all collections processes, policies and manuals to ensure compliance and a great customer experience

•Collect relevant documentation for external collections partners

•Preserve customers from payment delinquency and maximizing collection process performance to reach targets (POT, regularization, cash collected)

•Be responsible for and manage collections budgets

•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 via regularization report

•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 efficiently to meet monthly regularization/efficiency targets

•Assist with day to day collections duties (for example: dialler, manual calls, payment arrangements etc) as required

•Other duties as directed within the skills and abilities of a position at this level, as directed