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Job Title: Credit Control Manager
Reports to: Revenue & Client Relations Director
The Basics:
• Oversee the collections team and ensure they are following the collections process
• Bring positive energy into the workplace and ensure you maintain a good attitude to the workload and other employees
• Show confidence and professionalism when on the phone and in the office
• Show pride in your work and be responsible for your own personal development, strive to be the best in what you do
• Utilise the support you have around you
• Treat your colleagues with respect and always lead by example
Responsibilities:
• Team Leadership and Supervision:
• Guidance and Support:
o Provide advice to team members on handling various customer scenarios.
• Account Monitoring and Prioritisation:
o Monitor all open loans and ensure up-to-date records (e.g., chase notes, loan status, grading – all based on loan performance).
o Prioritise workload and delegate tasks based on urgency.
• Customer Engagement:
o Encourage portal registrations and solicit customer feedback.
o Collaborate with the Customer Retention Team for customers eligible for further funding.
• Administrative Tasks:
o Manage the email accounts associated with collections and delegate tasks such as redemptions and statement requests.
o Assign new loan accounts to the team, for them to individually manage. Be wary of the loan amounts and delegate efficiently.
o Ensure the team keeps up with missed payment chases, grade changes and all other tools that require management on each account daily.
• System and Process Improvement:
o Familiarise yourself with Emerald and suggest system improvements with the development team, to enhance the CRM platform for collections.
o Maintain and improve the grading system, change/ add to the collection strategy to improve overall collection rate.
• Training and Development:
o Keep team training up-to-date and maintain a log of covered topics.
o Liaise with the Operations Manager to ensure that all Collections Team related training modules are up to date in relation to the direction of your department.
• Third-Party Case Management:
o Handle loans in the recovery process and update timelines accordingly.
