Employer: Motus Corporation Job title: Risk Collections: Supervisor Business Unit: Europcar Reports to: Manager: Risk Collections Based at/in: Bruma, Johannesburg Car rental company Europcar is seeking a customer-oriented, deadline-driven individual who thrives on working in a fast-paced environment to join their team based in Bruma, Johannesburg as a Supervisor: Risk Collections. The purpose of the position is to assist in managing, supporting and coaching a team of Debt Collectors, ensuring achievement of monthly performance targets, maximum team efficiencies and recovery of funds due to the company. Minimum Experience: * 3 years relevant debt collection experience as an agent, preferably in an EDC (External debt Collector) environment. * 3 years’ experience in a Supervisory capacity in a debt collection environment. * Experience in the car rental industry is preferable. * Experience using the Excalibur system is necessary. Minimum Education: * Matric * Tertiary qualification in Credit Management or Finance or Legal (NQF5+). Minimum Requirements: * A Code 08 unendorsed drivers’ license. * Developed proficiency in MS Excel/Word/Outlook. * Working knowledge of the Debt Collectors Act 114 of 1998 * Working knowledge of the National Credit Act 34 of 2005 * Working knowledge of Call Center management Job Outputs: * Supervise, train and motivate a team of collections specialists to achieve performance targets. * Develop and implement effective collections strategies and procedures to maximize debt recovery. * Overseeing call quality to evaluate call handling effectiveness based on predefined quality standards. * Contact center management and the setting of daily calling campaigns including digital communication campaigns. * Monitor and analyse team performance, implementing measures to improve productivity and success rates of the team to meet KPI’s * Weekly QA reviews and performance assessments with team members and recommending remedial measures. * Ensure daily recons and reviews and managed within the guidelines set out by standard operating procedures. * Provide support and assistance to staff to resolve problems effectively and without delay. * Monitor and supervise all customer communications to ensure effective and professional standards are maintained. * Monitor and manage all customer feedback to ensure positive CSI is maintained. * Ensure accurate and timely escalation handling, resolution and communication to both internal and external parties (EDC’s, Ferrier Accounts, Third Parties, Staff and Customers). * Conduct Audit reviews of EDCs and other collection agents as may apply. * Ensure completion and review of all financial control activities are processed completely and accurately in line with standard operating procedures and processes. * Ensure daily, weekly, monthly reports are compiled and submitted timeously. * Maintain accurate and up-to-date records of all collection’s activities. * Prepare regular reports on collections activities for management. * Collaborate with internal departments such as legal, claims, and customer service to resolve complex cases. * Liaise with external recovery companies and legal entities for recovery actions including litigation. * Ad-hoc tasks as assigned by the Executive of Shared Services and/or Risk Collections Manager. Competencies: * Communication skills in English: Highly developed (read, write, speak). * Computer Literate: Minimum level of proficiency required in MS Excel is Intermediate. Ability to grasp relevant business systems is also required. * Interpersonal Effectiveness, including being effective in working with people with different cultures and backgrounds. * Credit Management * Business and Financial Acumen * Team Supervision and strong planning and organizational skills * Query Resolution and conflict management * Good judgment and problem-solving skills. * Decision-making prowess * Time Management, including the ability to respond to and resolve queries and issues in the minimum of time. * Able to review departmental processes and procedures, make recommendations for improvement and ensure that changes are effectively communicated and adopted. * Digital savvy in the use of collection tools and communication channels. Personal Attributes: * Highly ethical * Committed * Professional * Resilient * Results and deadline orientated * A “people’s person” with an assertive and firm, but fair and respectful disposition. * A champion for teamwork; a team player with a positive attitude. * A demonstrated genuine interest in teaching, coaching and development of people. * Customer focus and the ability to demonstrate initiative. * Experience with handling pressure, interruptions, challenges, conflicting demands well. Able to perform effectively in a pressurized environment, where volumes are significant, the pace is fast, and time frames need to be upheld.