Omf Senior Collections Coach (Gauteng)

Old Mutual Finance is currently seeking to appoint a Senior Collections Coach.

This is a provincially based role that forms part of the Old Mutual Finance Collection Team.

The objective of this role is to manage and improve overall collections performance and book growth of a province. Provide remote and face-to-face support to the relevant regional and branch network personnel by means of travelling to the required locations.

Responsibilities include:

1. Providing training and coaching to Financial Consultants, Branch Guides & Customer Relations Consultants.
2. Focusing on poor performing branches and Financial Consultants forward roll rate specifically Active Collections to Legal.
3. Daily management of Debi Check Pre & Post Disbursement.
4. Providing Provincial Managers and Area Managers with advice, guidance, systems, processes, and procedures to facilitate effective collections functions.
5. Driving implementation of Book Retention and Growth strategies, based on collections performance as provided by Collections Management.
6. Engaging with Call Centre and Pay date Management and Customer Solutions to provide intelligence around employers in the region, focusing on pay dates, Industrial Action, Retrenchments, and closures.
7. Assisting with Tracing of clients that the Call Centre has not been able to contact.
8. Planning, executing, monitoring, and managing all current collections functions/processes for the regions assigned.
9. Providing support to all assigned Area Managers and Provincial Manager in the region with regards to arrears accounts follow-ups.
10. Generating daily, weekly, and monthly Collections Reports, trend analysis, Quality assessment, and Audits per Branch, Area, and Region.
11. Handling complex queries escalated by branches (that do not require Central Collections or Complaints department intervention) by dealing with clients via telephone and other digital channels in adherence to procedural, productivity, and quality standards.
12. Sharing information and convincing clients of appropriate course of action for resolution of queries.
13. Influencing and guiding Financial Consultants, Branch Guides, and Client Relation Consultants towards a solution.
14. Involvement in technical enhancements, testing of system changes, and ensuring that Financial Consultants, Branch Managers, and Client relations consultants are trained.
15. Alignment, Implementation, and Management of collection strategy with Branch Guide, Area Manager, and Provincial Manager.

Minimum Requirements:

1. Matric or equivalent NQF level 4 is required.
2. 3 - 4 years extensive experience in a collection's environment either as a Call Centre agent, debt collector, and/or active support role in the regional collection's environment.
3. Ability to converse fluently in at least two official South African languages, one of which must be the main language of the specific region applied for.
4. Intermediate MS Excel and MS Word skills.
5. Intermediate presentation and facilitation skills.
6. Ensure that daily, weekly, and monthly set targets are reached consistently (KPIs).
7. Manage your portfolio on a day-to-day basis, ensuring that due process is followed.
8. Collect and collate pay date info received from the front end and deliver to the PDM team.
9. Understanding of Debi Check.
10. Fully skilled across all Old Mutual Finance products and processes would be advantageous.
11. Must have own transport and ability to travel.
12. Valid Driver's License - code B.
13. Skills: Debi Check, Coaching and Training, Single Client View knowledge and Experience, Excel literacy and Power Point Skills, Good verbal and non-verbal communication skills.