To ensure that the delinquency portfolio is reduced considerably and that targets are highly met and also to keep the customers satisfied.
COLLECTIONS SUPERVISOR
Develop and Maintain satisfactory Customer Relationships with both internal and external customers.
Supervises the productivity and performance of all staff by monitoring, coaching, training and counselling.
Facilitate monthly staff meetings to acknowledge positive results, communicate monthly focus, goals and priorities, share best practices and address challenges.
Work with Collections Team to manage workloads, which include assigning/reassigning customer relationships amongst team members.
Strengthen department's capability through building necessary skills including technical, competencies and accreditation to meet customer needs.
Scrutinizes the arrears report and calls all clients who are in arrears and whose insurances are not up to date.
Follow Company’s credit, collection, and accounting procedures ensuring compliance and recommending changes as needed.
Weekly spot checking of staff performance in regards to missed PTP’s &
early arrears Management
Works closely with sales and support staff as needed to resolve customer disputes and assist in problem solving.
Monitors the repossessions and collections performance of the high risk team to ensure targets are met.
Review, monitor and take action based on results of bailiff/collector, external collections performance, provisions and macros and weekly/ monthly reports.
Coordinates write off projects for identified delinquent accounts.
Adherence to Regulatory Compliance Guidelines, AML/ATF and Massy
Finance GFC’s policies and procedures for all products and services and customer transactions.
Attend to client calls and visits regarding queries and reconciling accounts.
Audit confirmation of balance - clients credit reports for customers & Companies.
ESSENTIAL JOB REQUIREMENTS
Diploma Level in a Business related field from a reputable University
At least two (2) years’ experience in Customer Service industry
Three (3) years’ experience in a collections environment with at least (one) 1 year Supervisory experience.
KEY COMPETENCIES
Technical Knowledge
Customer Service
Accuracy
Integrity
Confidentiality
Teamwork
Attention to detail and accuracy
Excellent planning and organizing skills
Strong communication skills
Problem analysis capability
Judgment and problem solving skills
Attendance and Punctuality
Dependability