KEY DUTIES AND RESPONSIBILITIES

           1. Collector Coaching and Support

• Conducts weekly one-on-one sessions with Collectors to review performance, set goals, and provide targeted coaching. This includes identifying training needs, offering hands-on support for handling difficult interactions, and using call reviews and performance reports to guide improvement.

           2. Handling Escalated Calls

• Serves as the primary point of contact for escalated debtor calls, utilizing strong conflict resolution and negotiation skills to ensure professional and effective handling. Provides real-time support to Collectors during complex or sensitive interactions, ensuring all escalations are managed in compliance with legal and ethical collection standards.

           3. Account and Portfolio Management

• Assist in reallocating and managing debtor accounts across Collector portfolios to ensure balanced workloads and maximize team efficiency. This includes monitoring account distribution, working assigned portfolios, and collaborating with the Operations Manager to develop and implement effective account management strategies.

            4. Performance Reporting and Team Management

• Responsible for creating performance reports that highlight key metrics, managing team schedules to ensure optimal coverage, and fostering a collaborative, results-oriented environment. Encourages open communication and aligns team efforts with industry best practices to consistently drive performance and achieve targets.

           5. Stakeholder Communication

• Acts as a key liaison between the Collections team and the Operations Manager, ensuring clear and consistent communication regarding team performance, challenges, action plans, and achievements. Implements strategic directives from management to align team efforts with organizational objectives, attends client meetings as required, and carries out additional collection duties as assigned.

EDUCATION and EXPERIENCE

• Associate Degree in Business Management, Finance, Accounting or a related field from a recognized, accredited institution
• ACA’s Professional Collection Specialist Certificate or similar qualification would be considered an asset
• Sound knowledge and understanding of standard Credit and Collections procedures
• Knowledge of legal regulations related to collections activities would be considered as an asset.
• A minimum of three (3) years’ working experience in a similar position
• A minimum of one (1) year supervisory experience
• Proven experience and proficiency in Microsoft Office applications with particular emphasis on Word, Excel, PowerPoint & Outlook

SKILLS & KNOWLEDGE REQUIREMENTS

• Strong skills in Leadership, conflict resolution and negotiation
• Excellent oral and written communication skills
• Good interpersonal skills and team orientation
• Analytical abilities, with proficiency in performance metrics, reporting, and account management.
• Strong organizational and time management skills
• Ability to work in a confidential environment
• Ability to work with minimal supervision is essential
• Must be able to adhere to timelines and set deliverables
• Strong numerical orientation
• Excellent analytical and problem-solving skills
• Strong detail orientation
• Strong customer service orientation
• Strong ability to co-ordinate workflows and establish priorities
• Proactive