Head of Collections at OneFi

Department: Collections

Synopsis

• This role provides oversight of all Collections & Recoveries activities within the Customer Support structure. The job holder will be accountable for the design & implementation of short, medium and long term plans to ensure that Collections and Recoveries activities meet customer needs & regulatory requirements, as well as achievement of the agreed business objectives with a strong awareness and focus on Risk and Regulation including Conduct Risk Framework.
• The role will also be accountable for maximizing the effectiveness and efficiency of the people, systems, outsourced partners, balances and processes that are under their control.

Key Responsibilities

• Direct leadership and management of colleagues and activities; supervision of loan collectors.
• To systematically and aggressively follow-up current non-performing and unsatisfactory accounts.
• Order to reduce exposure and maintain loss experience to a minimum.
• Provide suggestions and ways to improve collections activities.
• Prepare weekly and monthly performance reports.

Duties

• Management of strategies, balances & accounts that fall within collections and recoveries framework, including delivery of associated ‘Bad Debt Targets’ within the Business Plan
• Ensuring an effective and value adding end to end operating model and associated processes and policies - driving optimal bad debt performance, balanced with a customer centric experience - including the introduction & integration of self-serve, automated & digital solutions which enhance the customer journey & experience as well as driving business efficiency
• Supervise staff, including loan processors and collections officer.
• Ensure that all loan files are maintained in proper google sheet or available software.
• Evaluate and review NPL reports and initiate and/or make recommendations for remedial action as required with collectors.
• Systematically and aggressively follow-up current non-performing and unsatisfactory accounts in order to reduce exposure and maintain loss experience to a minimum.
• To ensure that management is informed immediately of any challenges, system problems or customer difficulties that may be experienced in Credit & Collections on a daily basis.
• Strictly adhere to all company policies, procedures and practices as updated from time to time.
• Regularly reporting the collection department's progress and statistics.
• Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
• Handles complaints or difficult calls.

Requirements

• A Bachelor's degree or its equivalent.
• Experience of working within a Financial Services or similar environment in a similar role
• Must have more than 1 year collection or telemarketing experience
• Strong commercial awareness, experience of managing projects and leading teams in a customer focused environment
• Experience of implementing new technologies in a service environment
• Well-developed oral and written communication skills adjusting and applying these to suit the situation and audience. This includes being able to succinctly articulate potentially complex situations in a manner that can be readily understood
• Exceptional use of Microsoft office.