Job Description
Minimum Requirements
- Minimum 10 years’ experience within a banking, legal recoveries or financial services collections environment.
- Minimum 5 years’ experience in a supervisory or management role within collections, legal recoveries or secured asset enforcement.
- Extensive experience managing Home Loan and/or Vehicle & Asset Finance (VAF) legal collections portfolios.
- Strong understanding of foreclosure, secured asset recovery and legal collections processes.
- Experience dealing with banking clients and legal recoveries reporting requirements.
- Proven track record of managing collections teams in a performance-driven environment.
- Expert-level proficiency in Excalibur.
- Strong understanding of collections compliance and regulatory requirements.
Key Responsibilities
- Manage and lead inbound and outbound legal recoveries operations.
- Drive collections performance against recovery targets, service level agreements (SLAs) and operational objectives.
- Oversee Home Loan foreclosure and VAF enforcement portfolios.
- Manage DCC referrals, EasySell mandates, payment rehabilitation initiatives and enforcement recovery strategies.
- Monitor team performance, productivity and quality standards.
- Analyse collections and recoveries data to identify trends, improve efficiencies and maximise recovery outcomes.
- Prepare operational, recoveries and client reports.
- Coach, mentor and develop team members while managing performance and escalations.
- Ensure compliance with legal, regulatory and customer-fairness requirements.
Advantageous Experience
- Exposure to Standard Bank legal collections portfolios.
- Experience with DCC referrals, EasySell processes and rehabilitation strategies.
- Working knowledge of CACS and SB Legal/CLF Legal systems.
- Experience with Ghost Practice.
- Exposure to dialler systems, campaign management and workforce planning tools.
Skills & Competencies
- Strong leadership and people management skills.
- Excellent negotiation and recoveries strategy abilities.
- Strong analytical, reporting and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Highly organised and deadline-driven.
- Resilient and able to perform effectively in a high-pressure environment.
- Strong coaching and team development capabilities.
- High attention to detail and operational accuracy.
Technical Requirements
- Advanced Microsoft Excel skills and reporting capabilities.
- Proficiency in Microsoft Word and Outlook.
- Expert practical experience using Excalibur.
If you are an experienced collections leader with a proven track record in legal recoveries, foreclosure management and team leadership, we invite you to apply for this exciting opportunity.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Call Centre Jobs in Gauteng
Call centre positions are a common entry point for many careers in Gauteng, South Africa. Typically, these roles are found across various industries, with the financial services sector and technology industry being particularly prominent employers. Generally, call centres operate on a 24/7 basis to cater to customer inquiries, complaints, and transactions, making it an essential function in today’s service-oriented economy.
When it comes to salary expectations for call centre positions, it’s generally true that entry-level roles can range from R20 000 to R35 000 per annum, with more experienced professionals earning upwards of R50 000. However, salaries can vary significantly depending on factors such as the company size, industry sector, and individual performance. Typically, those with relevant experience or advanced technical skills can command higher salaries.
Common skills required for a call centre role include excellent communication and problem-solving abilities, as well as proficiency in computer applications, particularly software used for customer relationship management. Other essential skills often include time management, adaptability, and emotional intelligence. In addition to these core skills, many employers also look for candidates with experience in sales, customer service, or related fields.
Call centres can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. The retail and tourism sectors are also significant employers of call centre professionals. Generally, companies operating in the financial services sector require a higher level of technical expertise, while those in the retail sector place greater emphasis on communication and customer service skills.
For those interested in pursuing a career in call centres, there are several opportunities for development and advancement. Typically, many call centres offer training programs to equip employees with additional skills, such as sales or leadership competencies. Experienced professionals can also move into specialist roles, such as quality assurance or team management, or transition into related careers, like account management or business analysis.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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