POSITION: Collections Supervisor

REPORTS TO: Manager/Assistant Manager – Credit

SUPERVISION GIVEN TO: Collections Officers, Bailiffs and Collectors

Liases/Collaborates with: Collections Supervisors, Administrative Managers, Branch Managers, Customer Experience Manager

PURPOSE:

The purpose of this position is to effectively manage the day-to-day operations of the Unit’s delinquent portfolio.

REQUIRED EDUCATION:

Tertiary level education, preferably a degree in a related subject.

REQUIRED SKILLS / EXPERIENCE:

• Experience within a managerial / supervisory role is desirable
• Experience of working within a Collections department.
• Strong Customer Service skills.
• Excellent investigative and negotiation skills.
• Computer literate.
• High level of numeracy.
• Ability to communicate in both oral and written forms.
• Excellent interpersonal skills.

REQUIRED PERSONAL CHARACTERISTICS:

• Tactful and discreet.
• Ability to manage a demanding workload and meet deadlines.
• Positive attitude towards work.
• Ability to use initiative and work independently.
• Team player and team leader.

DUTIES AND RESPONSIBILITIES:

• Maintain a thorough knowledge of the Company’s systems, policies and procedures as related to Collections and Credit management.

• Monitor status code 3, 4 and 5 accounts in arrears with a view to effective settlement.
• Ensure that the weekly/monthly/quarterly management reports are printed and actioned on a timely basis as per schedule.
• Ensure that customers receive service that exceeds their expectations.
• Assist in the training and development of Collections Officers, Collectors and Bailiffs.
• Monitor Collections Officers to ensure that they:
• Action all accounts in Status Codes 3,4 & 5 with a view to effective settlement and in line with company guidelines and collections targets
• Update all accounts with reports and ensure appropriate
• action is taken according to collections procedure.
• Prepare weekly checklist reports and Collections Officers’ performance reports in accordance with company guidelines.
• Liase with Collections Supervisors re collection issues and issue performance letters.
• Support the Assistant Collections Manager by undertaking the day-to-day management of the Collections Team.

• Assist the Credit Manager in the development and administration of collections strategies to maintain or improve the credit portfolio in line with the company’s strategic objectives

• .

Make recommendations for:

• Termination of collector contracts.
• Disciplinary letters for staff who have failed to comply with the
• company’s arrears and credit guidelines.
• Accounts to be written off or referred for legal action.
• Respond to upset and embarrassed customers with tact and patience.
• Encourage customers to make payments on a timely basis.
• Ensure customers understand their payment terms.

KEY PERFORMANCE INDICATORS

HP PORTFOLIO

• Percentage Good Accounts
• Percentage New Accounts in Arrears
• Percentage High Risk Accounts

COLLECTIONS PROCESS

• Review all accounts allocated on CoSACS within one week of allocation and conduct effective follow up action.
• Ensure Collections Officers complete their prints as assigned.
• Ensure performance records for Collections Officers are completed on a weekly basis.
• Conduct Monthly Team Meeting.
• Review accounts allocated to the Collections Officers to ensure effective follow up.
• Monitor and offer administrative support to the branches for the No Movement for one-month Cash Accounts with debit balances prints.

STAFF DEVELOPMENT

• Complete annual performance appraisals for all direct reports
• Assist in the development of training programs for all direct reports

Customer Service Standards

• Telephone Courtesy – answer phones within three rings, regardless of whose desk it rings at (identify oneself when the phone is answered)
• Own the problem …. try to assist customers and persons from other departments (or find someone who can) in resolving all credit/collections related matters that are referred, regardless of position or authority.
• Professional, confidential and tactful handling of all customer contacts.