OMF Senior Collections Coach (Gauteng)

Old Mutual; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Senior Collections Coach to enhance collections performance and drive growth. This role involves training and supporting regional teams, analyzing performance data, and implementing effective strategies to improve collections. The ideal candidate will possess strong coaching skills, a deep understanding of collections processes, and the ability to communicate effectively in multiple languages. Join a dynamic team dedicated to achieving excellence in collections and making a significant impact in the financial services sector.

Qualifications

• 3-4 years of experience in collections or call center environment.
• Fluent in at least two South African official languages.

Responsibilities

• Train and coach Financial Consultants and Branch Guides.
• Prepare daily, weekly, and monthly collections reports.

Skills

Collections Management

Coaching and Training

MS Excel

MS Word

Client Query Resolution

KPI Achievement

Debi Check Processes

Bilingual Communication

Education

Matric or equivalent NQF level 4 qualification

Tools

MS Excel

MS Word

Job description

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 within a province.

Key Responsibilities:

1. Provide remote and face-to-face support to regional and branch personnel through travel to required locations.
2. Train and coach Financial Consultants, Branch Guides, and Customer Relations Consultants.
3. Focus on poor performing branches and Financial Consultants, particularly on forward roll rate, Active Collections, and Legal cases.
4. Manage daily Debi Check processes pre- and post-disbursement.
5. Advise Provincial and Area Managers on systems, processes, and procedures to facilitate effective collections.
6. Implement Book Retention and Growth strategies based on collections performance data.
7. Engage with Call Centre and Customer Solutions teams to gather intelligence on regional employer activities, pay dates, industrial actions, retrenchments, and closures.
8. Assist with tracing clients not contactable by the Call Centre.
9. Plan, execute, monitor, and manage collection functions for assigned regions.
10. Support Area and Provincial Managers with arrears account follow-ups.
11. Prepare daily, weekly, and monthly collections reports, including trend analysis and quality audits.
12. Analyze collections performance and present findings in regional and provincial meetings.
13. Handle complex client queries escalated by branches via telephone and digital channels, ensuring adherence to standards.
14. Influence and guide Financial Consultants and branch staff towards effective resolution strategies.
15. Participate in technical system enhancements, testing, and training for staff on system changes.
16. Align and manage collection strategies with branch and regional management.

Minimum Requirements:

1. Matric or equivalent NQF level 4 qualification.
2. 3-4 years of extensive experience in a collections environment, such as a call center, debt collection, or regional collections support.
3. Fluent in at least two South African official languages, with one being the main language of the region.
4. Intermediate skills in MS Excel and Word.
5. Intermediate presentation and facilitation skills.
6. Ability to meet set KPIs consistently.
7. Own transport and ability to travel; valid driver's license (Code B).
8. Understanding of Debi Check processes.
9. Knowledge of all Old Mutual Finance products and processes is advantageous.