Collections Supervisor

Responsibilities

• Manage Early Delinquency Accounts: Oversee accounts that are 1-30 days past due by utilizing digital communication channels such as the PayJoy app and SMS to prevent further delinquency and efficiently recover outstanding amounts.
• Coordinate with External Collection Agencies: Work closely with external debt collection agencies responsible for accounts overdue by more than 31 days. This includes developing effective portfolio allocation strategies, maintaining consistent communication, and ensuring alignment with South African credit and collections regulations to optimise the recovery of aged and delinquent accounts.
• Measure and Analyze Agency Performance: Monitor and evaluate the performance of external collection agencies by tracking weekly recovery rates and cost-effectiveness to optimize collection strategies.
• Monthly Performance Comparison: Measure and compare month-over-month recovery results between control and treatment groups using data analysis tools to identify trends, evaluate strategy effectiveness, and implement improvements.
• Report to Credit Bureau: Report client accounts to the credit bureau on a monthly basis by compiling and submitting accurate and timely reports to ensure compliance with credit reporting standards.
• Generate Analytical Reports: Create detailed analytical reports to evaluate the effectiveness of collection strategies by using data analysis and reporting tools to provide insights for decision-making and strategy adjustments.
• Conduct Recovery Experiments: Design and implement experiments aimed at improving recovery rates by developing hypotheses, testing strategies, and analyzing results to innovate and enhance the efficiency of the collections process.
• Operational Support for Payment Processors: Assist with payment processor operations and resolve any issues by providing follow-up and support to ensure smooth transaction processing and address operational challenges promptly.

Requirements

• Bachelor's degree in Business Administration, Finance, or a related field.
• Minimum of 2-4 years of experience in collections management, team leadership and customer services.
• Proficiency in using collection management softwares and tools, as well as Google or MS Office Suite (Excel, Word, PowerPoint).
• Knowledge of credit reporting procedures and compliance standards.
• Strong analytical skills with experience in performance measurement and strategy evaluation.
• Excellent organizational and problem-solving abilities, along with the capability to collaborate seamlessly with both internal teams and external agencies.
• Knowledge of how to give proper feedback and coaching. Work in team and under pressure
• Ability to demonstrate empathy and a supportive attitude when communicating with our clients, as well as a strong ability to communicate assertively, either orally and in writing.