We are an innovative, consumer-facing fintech specializing in providing fast loans, affordable insurance products and value-added services to our rapidly growing customer base. We are obsessed with customer experience, innovation and building great tech in our pursuit of delivering on our vision to be our customers’ favourite digital financial services provider.

Our team consists of passionate individuals who work in multi-disciplinary teams, where our strength in execution lies in our teamwork. Collectively we have driven significant customer growth and profitability over the past 15 years. We focus on the detail, being hands-on and executing against our plans - a scale-up that thinks and executes like a start-up.

If you’re looking for a place where you will have a positive impact on lives, learn more about and contribute to the Fintech industry, and be involved in multiple products, projects, and technologies, then look no further than FinChoice.

The Role: Collections Team Leader

Your leader: Collections Manager

Location: Wynberg, Cape Town

Purpose of the role: The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Collection Agents, ensuring that key performance requirements and operational.

More about the role:

Revenue and Efficiency:

Ensure that the team and the agents’ key performance targets are met in line with business requirements
Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained
Set and maintain production standards and targets in line with departmental requirements
Meet team efficiency targets as per KPA requirements for department

Ensure that an exceptional customer experience is consistently achieved:

Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained
Promote excellent customer service orientation within team of Agents and across the wider business
Continuously improve customer experience and service delivery statistics
Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity

Ensure service level agreements are adhered to:

Ensure that the departments service level agreements are in place and are achieved
Constantly engage with management regarding any challenges identified to mitigate through appropriate measures

People management:

Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
Foster an environment that encourages and rewards innovation and challenges current methodologies.
Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department.
Initiate and participate in motivational team and departmental activities
Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
Ensure all agents follow the leave management process and that all leave has been captured and approved.
Identify and manage behaviour in line with prescribed legislation and company policies and procedures

Reporting:

Capture required data in order to ensure all systems are up to date and accurate
Manage and track the team’s performance hourly, daily, weekly and monthly
Provide accurate reports in line with the departments requirements
Identify adverse variances or negative trends and proactively develop action plans to address this
Provide operational feedback to the Management team by identifying trends through data analysis.
Experience working on Presence Dialer
Tableau reporting
Excel Reporting

Quality control:

Monitor calls and provide relevant feedback for improvement
Conduct regular coaching to improve the quality of service delivery
Take appropriate action when quality standards are not met or upheld

Projects:

Participate in any projects as per the agreed KPA
Assist with the implementation and optimization of projects and assignments

Motivation

Initiate and participate in motivational team and departmental activities
Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
Complete motivational tasks within the required timeframes

More about you:

Qualifications & Accreditations:

Matric or Equivalent
NQF 6 or equivalent

Experience & Skills:

Minimum of 3 years’ experience within the Collections industry in a Contact Centre environment
Must have at least 1 to 2 years’ experience in leading a team within a target-driven environment
Experience collecting on personal loans and insurance products
Competent in MS Office packages, particularly MS Word, Excel and Outlook
Clear credit and criminal record
Effective communication skills (verbal and written)
Must be available to work shifts, weekends and public holidays

Attributes & Behaviours:

Strong motivational and leadership abilities with a positive attitude
Effective decision making and problem-solving abilities
Deadline and target driven
Recognise opportunities for improvement and use initiative to introduce them
Excellent interpersonal and communication (both verbal and written) skills
Ability to work independently as well as within a team
Excellent planning and organisational skills with a proactive approach
Attention to detail and the ability to interpret data
Resilient and change orientated

Collections Team Leader

Job Description