Collections Manager

Role Description

This is a full-time on-site role for a Collections Manager. The Collections Manager will be responsible for managing a team of collectors, overseeing collection efforts, providing regular training and guidance, and ensuring that all targets are met. The Collections Manager will also handle escalated customer calls when necessary, managing debtor accounts, and liaising with other departments to ensure smooth operations of the department.

  • Overseeing staff members and ensuring the accurate and timely reports are submitted.
  • Setting payment collection goals and targets for the department.
  • Creating and implementing a strategy to improve the collection of outstanding credit.
  • Implementing collection policies and procedures to avoid excessive outstanding credit.
  • Ensuring that the company policy on recoveries is followed and that it is in line with the company standards.
  • Implementing deadlines for payment and collection goals.
  • Negotiating with customers in cases where non-payment occurs.
  • Preparing monthly feedback reports on payment collections.
  • Remaining informed of any legislative procedural training regarding debt collection.
  • Training and mentoring of staff members in the collections department.
  • Oversees a company’s process of retrieving money owed to them and clients.
  • Handles complaints or difficult calls.
  • Makes sure employees comply with company policies when contacting individuals and other companies to collect past due balances that they owe.
  • Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact.
  • Makes sure the collectors on staff operate within the confines of the company polices when making contact with individuals and companies.
  • Monitors call reports to make sure collectors are making enough phone contacts each day.
  • Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
  • Tracks the rate of success of the entire process and continues to make adjustments when necessary.
  • Trains new employees and holds training reviews for established employees.
  • Performs audits of accounts that are in the system.
  • Establishes quality control standards, maintains and enforces them over time.
  • Negotiates payment arrangements and follows up to make sure the payments are made.
  • Researches and locates missing information that is needed for the staff to perform their jobs at a optimum levels.

Qualifications Required

  • Strong leadership and management skills
  • Demonstrated experience in collections or a similar field.
  • Excellent communication and negotiation skills
  • Proven ability to lead and manage a team
  • Sound knowledge of collections regulations and guidelines
  • Effective problem-solving and decision-making skills
  • Budgeting and financial management skills
  • Bachelor’s degree in Business or a relevant field
  • Post-graduate diploma, Certificates or degree in debt Collections Management
  • At least five years of experience in the collections industry