Job Description

Our client a telecommunications specialist, is looking to recruit a Retentions and Collections Lead to join their team in Midrand. The successful candidate will build and manage the newly established Retentions department, setting up processes and managing a growing team of client Collections Consultants.Duties and Responsibilities

• Develop and implement strategies to retain existing customers.
• Analyze the companys churn profile, segmented into areas.
• Collaborate with marketing and Inside Sales Department to enhance customer satisfaction and brand loyalty.
• Oversee the collections process to ensure reconnection fees are paid promptly.
• Monitor overdue accounts and implement effective collection or reconnection strategies.
• Lead and manage the existing team and expand according to the strategic direction of the company.
• Provide training and guidance to team members on effective customer retention and collections techniques and strategies.
• Set performance targets and monitor team performance regularly.
• Communicate with customers to understand their financial situation and negotiate suitable action.
• Address customer concerns and inquiries related to vouchers and other payment methods.
• Provide data analytics to assess customer behavior and payment patterns.
• Identify trends that may impact the collections process and adjust strategies accordingly.
• Generates reports to track key performance indicators and present findings to management.
• Continuously evaluate and enhance existing retention and collections processes.
• Work with the Operations teams to implement process improvements and streamline workflows
• Stay up-to-date with changes in legislation that may impact the processes of the department.
• Prepare regular reports for management detailing the performance of the retention and collections team.
• Highlight areas for improvement and provide recommendations.
• Provide ongoing training to ensure the team has the necessary skills and knowledge to excel in their roles.

• Matric, relevant tertiary qualification added advantage.
• 3-5 years of experience in a Retentions Collections environment.
• 2 years in a leadership role.
• Strong understanding of our customer base and the markets we operate in.
• Excellent communication and interpersonal skills
• Ability to work with data analysis and reporting tools.
• Strong project management and organizational skills
• Deep understanding of Churn and Churn improvement strategies.
• Strong excel skill.

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