Collections Administrator at Prodigy Finance

What you will do in the role

The primary function of a Collections Administrator is to manage processes around arrears borrowers, directly and with service providers, actively working the delinquent portfolio, trace processes, managing legal recovery processes with the Collections Manager and Legal support.

Specific responsibilities are to:

• Manage the early-, mid – and late stage delinquent accounts against required collections targets
• Maintain required SLA’s and/or turnaround times on borrower communication/queries
• Manage arrears notifications and discussions through both one-on-one and volume communications processes using multiple channels
• Advise and educate borrowers on repayment options and consequences of non-payment
• Trace non-communicative borrowers using desktop trace and internal resources and liaise with outsourced tracer to locate borrowers
• 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
• Ensure weekly tasks are completed

What you will be measured on

You’ll be measured on the following:

• 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 plans with delinquent borrowers
• Daily number of interactions with borrowers and the quality of these interactions

What you need to 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
• Strong attention to detail and administrative discipline
• Proven listening, empathy and communication skills
• Proven ability to remain calm under immense pressure
• Ability and willingness to deal directly with specific tasks and enquiries 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 in a constructive manner and to challenge conventional wisdom

Who we are looking for; track record must haves

• 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 in dealing with recovery processes under TCF principles
• Experience managing collections and recovery in a financial services regulatory environment against 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 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 as we continue to grow.