Collections Administrator

• Manage short and long-term forbearance in the servicing and Collections space
• Manage short and long-term forbearance decision-making and processes
• Ability to update and identify process or police improvements
• Manage several manual processes 
• Manage the early-mid-late stage delinquent accounts against required Collections targets when needed
• Maintain required productivity targets 
• Maintain required SLAs and/or turnaround times on borrower communication/queries/processes
• Maintain a high-quality score on assessments
• Manage arrears notifications and discussions through both one-on-one and volume communications processes using multiple channels
• Ensure full understanding of the Prodigy loan product, related processes,  policies, and regulatory requirements 
• Advise and educate borrowers on repayment options and consequences of non-payment
• Use effective communications and negotiation to successfully secure commitments to pay
• Optimise Collections by following up on commitments to pay and respective statuses at the required frequency 
• Trace non-communicative borrowers using desktop trace,  internal and external  resources, and liaise with outsourced tracer to locate borrowers
• Ensure that all borrower’s information held on record is up to date and accurate 
• 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
• Action administrative requirements related to customer account management
• Ensure daily and weekly tasks are completed
• 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 & recovery plan plans with delinquent & terminated borrowers
• Ability to manage daily, weekly, and monthly tasks  in line with set expectations as well as SLA adherence 
• Quality of borrower interactions 
• Ability to exceed collections targets

What would the ideal candidate 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
• Advanced ability to follow procedures and policies to ensure an outcome
• Meet deadlines consistently
• Strong attention to detail and administrative discipline
• Proven listening, empathy, and communication skills
• Proven ability to work in high-pressure environments
• Proven ability to make independent decisions based on procedures and policies
• Proven ability to exceed performance targets 
• Ability and willingness to deal directly with specific tasks and inquiries 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 constructively and challenge conventional wisdom 
• High motivated individual who can juggle multiple processes with different priorities and deadlines

Qualifications and experience

• 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 conducting financial assessments 
• Experience in dealing with recovery processes under TCF principles
• Experience managing Collections and forbearance in a financial services regulatory environment against collections & 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 a sales environment  
• 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