Practitioner Liaison - EDC (Contract) - Homechoice (Southern Suburbs (Cape)) at HomeChoice Holdings Limited

Description

• The ideal candidate for this role will be responsible for providing an effective, efficient and value adding support function to the Outsource & Debt Recovery department.

What you will love doing in this role

• Meet department objectives by achieving performance metrics (targets) set 

Focus on achieving all Outsource & Debt Recovery goals, targets & objectives set by the department:

• Operational Cash Outcomes
• Activation rates
• Roll rates
• Transfers to legal rates
• Conversion rates
• Day to day processes 

Meet operational and quality efficiencies

• Liaising with Practitioners (also commonly referred to as external debt collection agents with regard to handover files, pay-overs and customer queries
• Manage, drive and influence Practitioners
• Support department management through effective communication on performance related outcomes with Practitioners
• Collate and present information to support panel accreditation and termination outcomes
• Dedicated entry-point to facilitate and communicate Practitioner performance targets
• Translate Practitioner performance outcomes into good tactical insights

Provide a comprehensive support function to the Outsource and Debt Recovery Department

• Capture all required data in order to ensure all systems are up to date and accurate
• Processing of all administration orders and payment schedules
• Ensure all documents are completed, signed and approved within the required timeframes
• Reconciliation and balancing of external debt collection control
• Processing of all direct payments and reconciliation of invoices

Liaise with stakeholders

• Continuously build and maintain relationships with internal and external stakeholders by acting as a brand ambassador for the Group
• Always ensure that clear and professional communication takes place between all relevant stakeholders
• Continuously work towards improving  experience and service delivery

Reporting

• Monitor and report on agreed Practitioner reporting standards as per SLA
• Provide accurate reports in line with the departments requirements

Requirements

What you’ll need to do this role

Qualifications & Accreditations

• Grade 12 / Matric or Equivalent

Experience & Skills

• Minimum of 1 year experience in EDC management
• Knowledge and understanding of the Debt Collectors Act and the NCA
• Effective communication skills (verbal and written)
• Proven track record in problem solving whilst constructively managing conflict and disputes
• Excellent telephone etiquette
• Proven track record in report writing and presentations
• Must be computer literate (Email, Internet, Word, Excel and PowerPoint)
• Clear credit and criminal record
• Must not be currently debarred or declared not fit and proper in terms of the FAIS Act
• Performance-driven and results -orientated with a relentless drive to succeed

What we will love about you

• A strong can-do attitude and an energetic positive approach
• Attention to detail with a thorough approach to work
• Excellent listening and interpersonal communication (communicate across all levels)
• Team player but able to work independently
• Innovative and resilient to change
• Good planning and organisational ability