To effectively supervise and coordinate activities in the Legal Collections and Debt Recovery Administrative A Department. To assist with the development and implementation of a debt collection strategy for active legal accounts and written off accounts outsourced to independent external debt collectors and internal Debt Recovery Administrative Agents
Job Outputs
- Monitor agents' performance and productivity.
- Ensure an effective debt collection operational plan is developed, approved, documented, communicated, and implemented. Workload assigned to Collection Agents according to degree and amount of delinquency.
- Ensure that accounts written off are handed over to external debt collectors as per policy.
- Manage Legal documents for secured loans to obtain cancellation of contract and return of asset, with warrant of delivery as per service level agreements.
- Legal Collection processes comply with the requirements of the National Credit Act and Debt Collectors Act or high court or magistrate courts act.
- Relationships with external debt collectors and appointed attorneys are established (Ext)
- Reduction of legal capital at risk within our attorneys control
- Monitor payment allocation of direct bank deposits received from attorneys. Members and EDCs
- Effective processing write offs as per policy.
- Plan and implement collection campaigns to increase off balance sheet recoveries and active portfolio.
- Validate motivations for accuracy before escalation for reduced settlements.
- Monitor updating of collection systems by internal staff and external service providers with legal status, collection status and document uploads.
- Monitor and report on attorney portfolio performance
- Retract and relocate case files from non-performing attorneys.
- Monitor and report on off balance sheet recoveries for attorney post judgment.
- Identify continuous improvement initiatives to reduce capital at risk and increase collections.
- Motivate opposition defended matters in line with delegation of authority.
- Prepare response to escalated complaints received from members or regulatory bodies.
- Assist with establishment of a panel of external debt collectors to assist with the legal collections process.
- Ensure that fees are prepared and authorized in accordance to the Delegation of Authority and service level agreements.
- Annual renewal of SLAs
- Abandoned inbound call rate of less than 25% is achieved.
- Report on inbound and outbound call volumes
- Ensure 80% average staffing at all times.
- Debit order, debi check, Owzo monitoring and reporting.
- Approve ad hoc debt arrangements in line with service level agreements.
- Liaise and communicate relevant information in writing and verbally to the collections business unit and Extenal attorneys or EDCs.
- Expedite summons, judgment and warrants on off balance portfolio.
- Improved capability for the recovery of amounts written-off as irrecoverable.
- Maintain internal and external relationships including members, colleagues, and management.
- Supervise activities of legal Collection Department and Debt Recovery Administrative Department Create a high-performance culture.
- Manage team's performance.
- Training and development of team members
- Manage attorneys performance in line with SLA and yearly targets.
- Prepare and analyse productivity reports, identify trends and issues, and provide appropriate status updates to senior management.
- Provide input to the departments budget.
- Ensure timeous payment of attorneys and EDCs with proper controls in the approval process
- Grade 12 with Mathematics and Accounting
- Diploma in Credit Management / Finance/ Strategic Management or related
- Credit Management or Debt Collection qualification is an advantage.
- Valid drivers licence (essential/minimum
- 2 years operational experience Debt collection experience
- 2 years operational experience In a Banking/ Financial environment2 years Team / project leader / supervisor in Debt collection experience
- 2 years operational experience in legal collections process
- NCA and Relevant Legislative knowledge, Financial Acumen Communication skills Analytical, Interpersonal, Communication, Negotiation and Proficiency in MS Office applications, Excellent communication skills
- Assertiveness and negotiation skills
- Code 8 drivers license (Manual)
- Computer literate (MS office & Excel)
- Sound knowledge of the applicable debt collection and legal proceed.
- Highly organized and detail oriented; ability to work in a fast-paced, deadline-driven environment required.
- People management and development skills
