Collections Supervisor

Overall Purpose of the Role:

The Collections Supervisor will be responsible for day-to-day operational support and management through third party vendors of the Personal Loans and collection campaigns as required. The main function of this role will be to liaise with an External Debt Collectors, monitor performance on the various portfolios, review communication strategies, resolve queries, draw up training documents and train external parties as well as to identify opportunities to improve and enhance the collection of payments on overdue accounts. The focus of this role is to oversee, review, manage and improve collections through strong relationships with EDC’s and Debt Review service providers.

Experience and Skills Required:

• Minimum 5 years Collections and Recoveries experience
• Minimum 3 years Collections Management/Supervisor experience
• Minimum 3 years Collections experience with banking or financial services. Experience with Personal Loans is essential
• Experience in dialler strategies and operations in a collections environment
• Experience in collection/recovery processes and methodologies
• Experience with Debt Review legislation and processes
• Experience with relevant debt collection legislation and legal guidelines
• Sound communication (written and verbal) and reporting skills
• Proven analytical skills 
• Ability to communicate with various levels within the business
• Organizational and time-management skills
• Previous experience in managing External Debt Collector relationships essential  

Responsibilities:

• Drive all elements of the execution of the collections and recoveries strategies as set out by Risk and executed by 3rd party vendors
• Collaborate with key stakeholders across various banking products including Debt Review matters
• Responsible for maximising collections and recoveries across various products by managing the relationship and performance with an External Debt Collector and Debt Review parties
• Ensure regular audits and call listening to ensure TCF guidelines are applied, and bank compliance is upheld
• Review daily dialler stats to ensure optimised contact, RPC and PTP outcomes
• Timeously investigate and resolve queries and/or complaints raised by customers whilst protecting the Brand
• Timeously assist with documentation requested and required for Debt Review matters
• Ensure up to date and accurate product, process and training documentation is developed and shared with external parties
• Implement and manage ad hoc collection campaign processes as required e.g. undue enrichment and card collections
• Create, update and share regular reports for key stakeholders including slides for the monthly Risk Pack
• Attend weekly and monthly meetings with internal and external stakeholders and be confident to present and/or feedback during these sessions
• Attend Heads of Debt Review sessions for BASA as required and ensure collaboration and involvement from internal stakeholders where necessary
• Timeously complete all internal training and compliance requirements
• Comply with internal audit and risk register requirements
• Ensure that all client engagements are accurately recorded on the banking product platforms
• Proactively share information and expertise with internal and external stakeholders
• Work closely with product owners to ensure feedback on products are considered in system and product enhancements