OMF Senior Collections Coach (Eastern Cape) at Old Mutual South Africa

Job Description

Old Mutual Finance is currently seeking to appoint a Senior Collections Coach. This is a provincially based role that forms part of the Old Mutual Finance Collection Team. The objective of this role is to manage and improve overall collections performance and book growth of a province.

• Provide remote and face-to-face support to the relevant regional and branch network personnel by means of travelling to the required locations
• Providing training and coaching to Financial Consultants, Branch Guides & Customer Relations Consultants
• Focus on poor performing branches and Financial Consultants forward roll rate specifically Active Collections to Legal

Specific focus areas:

• First Payment Due,
• First Instalment Missed,
• Arrears vs Payment Recency,
• Specific trend per area/region (DR)
• Daily management of Debi Check Pre & Post Disbursement
• Providing Provincial Managers and Area Managers and with advice, guidance, systems, processes, and procedures to facilitate effective collections functions.
• Drive implementation of Book Retention and Growth strategies, based on collections performance as provided by Collections Management.
• Engagement with Call Centre and Pay date Management and Customer Solutions with the aim to provide intelligence around employers in the region, specific focus on pay dates, Industrial Action, Retrenchments, and closures.
• Assisting with Tracing of clients that the Call Centre has not been able to contact.
• Plans, executes, monitors, and manages all current collections functions/processes for the region/s assigned to.
• Provides support to all assigned Area Managers and Provincial Manager in the region with regards to arrears accounts follow-ups.
• Daily, Weekly and Monthly Collections Reports, trend analysis, Quality assessment and Audits per Branch, Area, and Region
• Provides Collections performance and analysis of daily collections reports.
• Monthly collections reporting in Provincial and Regional Meetings
• Ability to handle more complex queries escalated by branches (That does not require Central Collections or Complaints department intervention) by dealing with clients via telephone and other digital channels in adherence to procedural, productivity and quality standards. Strong support role involving sharing information and convincing client of appropriate course of action for resolution of queries.
• Ability to influence and guide Financial Consultants, Branch Guides and Client Relation Consultants towards a solution.
• Involvement in technical enhancements, testing of system changes and ensuring that Financial Consultants, Branch Managers and Client relations consultants are trained.
• Alignment and Implementation and Management of collection strategy with Branch Guide, Area Manager and Provincial Manager.

MINIMUM REQUIREMENTS

• Matric or equivalent NQF level 4 is required
• 3 - 4 years extensive experience in a collection’s environment either as a Call Centre agent, debt collector and/or active support role in the regional collection’s environment
• Ability to converse fluently in at least two official South African languages of which one must be the main language of the specific region that is applied for.
• Intermediate MS Excel and MS Word skills.
• Intermediate presentation and facilitation skills
• Ensure that daily, weekly, and monthly set targets are reached consistently (KPIs).
• Manage your portfolio on day-to-day basis making sure that due process is followed.
• Collect and collate pay date info received from front end and deliver to PDM team
• Understanding of Debi Check
• Fully skilled across all Old Mutual Finance products and processes would be advantageous
• Must have own Transport and ability to travel
• Valid Drivers License - code B

Skills

• Debi Check
• Telephone etiquette
• Coaching and Training
• Single Client View knowledge and Experience
• Report writing
• Excel literacy and Power Point Skills
• Good verbal and non-verbal communication skills
• Presentation and Facilitation
• Analytical Skills
• Stakeholder management
• Collaboration