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Collections AdministratorProdigy Finance

LimpopoSouth Africa
a year0 Applicants
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job description - Collections Administrator

  • Manage short and long-term forbearance in the servicing and Collections space
  • Manage short and long-term forbearance decision-making and processes
  • Ability to update and identify process or police improvements
  • Manage several manual processes 
  • Manage the early-mid-late stage delinquent accounts against required Collections targets when needed
  • Maintain required productivity targets 
  • Maintain required SLAs and/or turnaround times on borrower communication/queries/processes
  • Maintain a high-quality score on assessments
  • Manage arrears notifications and discussions through both one-on-one and volume communications processes using multiple channels
  • Ensure full understanding of the Prodigy loan product, related processes,  policies, and regulatory requirements 
  • Advise and educate borrowers on repayment options and consequences of non-payment
  • Use effective communications and negotiation to successfully secure commitments to pay
  • Optimise Collections by following up on commitments to pay and respective statuses at the required frequency 
  • Trace non-communicative borrowers using desktop trace,  internal and external  resources, and liaise with outsourced tracer to locate borrowers
  • Ensure that all borrower’s information held on record is up to date and accurate 
  • Manage communication regarding arrangement processes with borrowers who are unable to pay
  • Understand and advise borrowers on the best solutions and processes that would assist them in their current situation
  • Hit targets in a fast-paced, high-volume, and high-quality customer services environment
  • Action administrative requirements related to customer account management
  • Ensure daily and weekly tasks are completed
  • Compliance with relevant regulatory requirements on Collections processes
  • Ability to cure delinquent accounts by working with the borrower to bring arrears up to schedule
  • Ability to negotiate favourable repayment & recovery plan plans with delinquent & terminated borrowers
  • Ability to manage daily, weekly, and monthly tasks  in line with set expectations as well as SLA adherence 
  • Quality of borrower interactions 
  • Ability to exceed collections targets

What would the ideal candidate be great at?

  • Have an empathetic yet firm approach to dealing with high-net-worth individuals
  • Proven people management skills, preferably with people from different cultures and countries
  • Advanced ability to follow procedures and policies to ensure an outcome
  • Meet deadlines consistently
  • Strong attention to detail and administrative discipline
  • Proven listening, empathy, and communication skills
  • Proven ability to work in high-pressure environments
  • Proven ability to make independent decisions based on procedures and policies
  • Proven ability to exceed performance targets 
  • Ability and willingness to deal directly with specific tasks and inquiries where required
  • Advanced troubleshooting and multi-tasking skills
  • Excellent interpersonal and communication skills, both verbal and written
  • Ability to assess complex situations and use creativity to solve problems
  • Established negotiation skills
  • Proven ability to operate independently
  • Self-assurance and a confident manner
  • Have the ability to debate constructively and challenge conventional wisdom 
  • High motivated individual who can juggle multiple processes with different priorities and deadlines

 

Qualifications and experience

  • Completed NQF Level 4
  • Proven track record of reducing arrears on early-mid – and late-stage delinquent accounts
  • International Collections experience – or at least, an international mindset required
  • Experience in managing processes from beginning to execution and resolution
  • Experience conducting financial assessments 
  • Experience in dealing with recovery processes under TCF principles
  • Experience managing Collections and forbearance in a financial services regulatory environment against collections & recovery targets 

Experience that would be nice to have (but we’ll trade off if everything else fits)

  • Ideally, you will have experience with UK-based consumer protection law and TCF principles 
  • Experience in a sales environment  
  • Experience in auditing Collections processes against regulatory framework
  • Start-up experience.  Sometimes the earth moves beneath your feet at Prodigy Finance so you've got to be comfortable with ambiguity, able to wear lots of hats, and adapt easily 
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