Job Description

Purpose of the Job:

The role of the credit and collections supervisor is to direct and lead the management of the people, processes, and operational activities within the Mettus Credit Management department.

Main Responsibilities

Tasks

1.

Supervision of debt collection activities

Ensure that the department collects outstanding debt from customers within agreed payment terms.

Ensure that inbound and outbound initiatives and campaigns are implemented to ensure the successful collection of outstanding debt.

Implement effective debt collection campaigns to increase revenue collected, reduce DSO's and improve age analysis health.

Ensure accurate capture of critical customer information such as account disputes, monthly debit order details, promise to pay details and payment arrangement information.

Where necessary, facilitate accurate record keeping of customer contact information for debt collection purposes.

Ensure regular reconciliation of customer accounts to reduce incorrect credit balances and improve debtor age analysis.

2.

Perform customer support

Ensure that requests for service from clients/customers via email, phone calls, system worklists and other are adequately addressed within agreed service levels.

Ensure that all queries dealt with are resolved correctly in the first attempt.

Ensure that client/customer disputes are correctly captured for effective tracking.

Ensure the disputes on client accounts are resolved within agreed timelines.

Ensure that relevant internal and external stakeholders are adequately informed on the status of account disputes.

Ensure that unresolved disputes do not hinder clients from operating at optimal capacity.

4.

Manage collections department

Ensure that department targets and service levels are achieved.

Monitor and manage staff availability and capacity to manage workload.

Actively manage staff activity to remove work backlogs.

Ensure the effective management of employee performance and behaviour.

Perform monthly performance appraisals for all employees.

Train staff on a regular basis to maintain a skilled workforce.

Create an environment which promotes effective knowledge transfer and open communication

5.

Active monitoring

Regularly review the debtors age and daily collections reports to identify areas of concern

Provide meaningful feedback at the weekly Collections Review meetings.

Provide relevant information to business to ensure that the stay abreast of book health and problem accounts.

6.

Manage business relationships

Foster effective and professional relationships with business partners, internal customers, and external customers to ensure co-operation and ongoing support.

Foster a positive work environment built on mutual respect with staff, subordinates, and superiors.

Liaise with relevant teams and departments for support and assistance in resolving queries and escalations.

Attend and provide input into various forums to ensure alignment between relevant business units.

Qualifications and Experience

Minimum Qualifications:

Matric.

Relevant 3-year diploma/degree is advantageous.

Experience:

At least 3 years' credit management related working experience.

At least 1 years' experience in a supervisory/management role.

At least 1 years' call centre experience is advantageous.

Knowledge and Skills

Knowledge

Knowledge of call centre management.

Knowledge of credit-related strategies and credit management principles relating to the South African credit industry.

Knowledge of Microsoft Office applications.

Skills

Team leadership.

Change leadership skills.

Influencing skills.

Customer orientation.

Results orientation.

Excellent written and oral communication skills.

Job Type: Temporary
Contract length: 6 months

Work Location: In person