Job title: Risk Collections: Supervisor

Business Unit: Europcar

Reports to: Manager: Risk Collections

Based at/in: Bruma, Johannesburg

Car rental company Europcar is seeking a customer-oriented, deadline-driven individual who thrives on working in a fast-paced environment to join their team based in Bruma, Johannesburg as a Supervisor: Risk Collections. 

The purpose of the position is to assist in managing, supporting and coaching a team of Debt Collectors, ensuring achievement of monthly performance targets, maximum team efficiencies and recovery of funds due to the company.

Minimum Experience:

• 3 years relevant debt collection experience as an agent, preferably in an EDC (External debt Collector) environment.
• 3 years’ experience in a Supervisory capacity in a debt collection environment.
• Experience in the car rental industry is preferable.
• Experience using the Excalibur system is necessary.

Minimum Education:

• Matric
• Tertiary qualification in Credit Management or Finance or Legal (NQF5+).

Minimum Requirements:

• A Code 08 unendorsed drivers’ license.
• Developed proficiency in MS Excel/Word/Outlook.
• Working knowledge of the Debt Collectors Act 114 of 1998
• Working knowledge of the National Credit Act 34 of 2005
• Working knowledge of Call Center management

Job Outputs:

• Supervise, train and motivate a team of collections specialists to achieve performance targets.
• Develop and implement effective collections strategies and procedures to maximize debt recovery.
• Overseeing call quality to evaluate call handling effectiveness based on predefined quality standards.
• Contact center management and the setting of daily calling campaigns including digital communication campaigns.
• Monitor and analyse team performance, implementing measures to improve productivity and success rates of the team to meet KPI’s
• Weekly QA reviews and performance assessments with team members and recommending remedial measures.
• Ensure daily recons and reviews and managed within the guidelines set out by standard operating procedures.
• Provide support and assistance to staff to resolve problems effectively and without delay.
• Monitor and supervise all customer communications to ensure effective and professional standards are maintained.
• Monitor and manage all customer feedback to ensure positive CSI is maintained.
• Ensure accurate and timely escalation handling, resolution and communication to both internal and external parties (EDC’s, Ferrier Accounts, Third Parties, Staff and Customers).
• Conduct Audit reviews of EDCs and other collection agents as may apply.
• Ensure completion and review of all financial control activities are processed completely and accurately in line with standard operating procedures and processes.
• Ensure daily, weekly, monthly reports are compiled and submitted timeously.
• Maintain accurate and up-to-date records of all collection’s activities.
• Prepare regular reports on collections activities for management.
• Collaborate with internal departments such as legal, claims, and customer service to resolve complex cases.
• Liaise with external recovery companies and legal entities for recovery actions including litigation.
• Ad-hoc tasks as assigned by the Executive of Shared Services and/or Risk Collections Manager.

Competencies:

• Communication skills in English: Highly developed (read, write, speak).
• Computer Literate: Minimum level of proficiency required in MS Excel is Intermediate. Ability to grasp relevant business systems is also required.
• Interpersonal Effectiveness, including being effective in working with people with different cultures and backgrounds.
• Credit Management
• Business and Financial Acumen
• Team Supervision and strong planning and organizational skills
• Query Resolution and conflict management
• Good judgment and problem-solving skills.
• Decision-making prowess
• Time Management, including the ability to respond to and resolve queries and issues in the minimum of time.
• Able to review departmental processes and procedures, make recommendations for improvement and ensure that changes are effectively communicated and adopted.
• Digital savvy in the use of collection tools and communication channels.

Personal Attributes:

• Highly ethical
• Committed
• Professional
• Resilient
• Results and deadline orientated
• A “people’s person” with an assertive and firm, but fair and respectful disposition.
• A champion for teamwork; a team player with a positive attitude.
• A demonstrated genuine interest in teaching, coaching and development of people.
• Customer focus and the ability to demonstrate initiative.
• Experience with handling pressure, interruptions, challenges, conflicting demands well. Able to perform effectively in a pressurized environment, where volumes are significant, the pace is fast, and time frames need to be upheld.