Collections Manager

Description:

Alex Bank is looking for a highly organised and proactive Collections Manager to play a key role in leading our debt recovery function. This role is integral to our financial operations, requiring a strong mix of strategic debt recovery, risk management, and leadership. You will take ownership of collections and work closely with our debt recovery provider. In addition, you will collaborate with internal stakeholders, ensuring compliance with financial regulations and driving process improvements. The ideal candidate will have expertise in debt collection strategies, a results-driven mindset, and the ability to build strong relationships across all levels of the organisation.

What You’ll Do:

• Engage with customers regarding overdue payments via phone, email, or written correspondence.
• Locate customers via skip-tracing tools
• Conduct in-depth credit analysis and workshop suitable options to provide acceptable tailored solutions that meet the needs of our customers.
• Build open and supportive relationships with customers that will empower them to regain financial stability and foster long-term financial well-being
• Negotiate payment terms and establish repayment plans to recover outstanding arrears.
• Maintain accurate and up-to-date records of collection activities and customer interactions.
• Monitor accounts to identify trends in delinquency and escalate unresolved cases to management.
• Collaborate with internal departments, such as finance and legal, to resolve disputes and streamline the collection process.
• Work with a debt recovery provider to manage and escalate severely delinquent accounts.
• Ensure compliance with company policies, industry regulations, and legal requirements related to debt collection.
• Generate and analyse reports on outstanding accounts, collection efforts, and recovery rates.
• Identify opportunities for process improvements to enhance collection efficiency.

What We’re Looking For:

• Proven experience in hardship management, collections, credit assurance and/or consumer lending.
• Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and recovery of secured and unsecured debts.
• Late-stage / legal recoveries would be advantageous
• Strong understanding of credit and collections best practices, laws, and regulations.
• Excellent negotiation, communication, and critical thinking skills.
• Ability to analyse account data and generate meaningful reports.
• Strong attention to detail, organisational skills, and ability to multitask effectively.
• Ability to work independently and collaborate within a team environment.
• Customer service mindset with the ability to handle sensitive financial matters professionally.