Job Description

Hello Group is seeking to appoint a dedicated Loans Collections Supervisor to supervise and coordinate the collections team in managing delinquent, overdue, and deviating loan accounts, ensuring effective arrears recovery within reasonable periods, and conforming to regulatory requirements and company policies. The role focuses on reducing arrears levels, improving recovery rates, and supporting team performance through coaching, monitoring, and reporting.
Hello Group is a South African company with a bold mission: to create game-changing integrated consumer and business services for migrant and marginalized communities. Our focus is on providing low-cost, easily accessible, and simple-to-use financial solutions, all powered by cutting-edge technology.
What Offers

• Onsite Barista - Because life's too short for bad coffee!
• Exciting Team Events - Work hard, play harder!
• Teambuilding Activities - Get to know your teammates beyond the screen!
• A Culture That Feels Like Family - No corporate robots here-just real people doing great things!
• A Top-Notch Office Space - Where inspiration meets innovation.

Our entities:
- Secure and affordable international money transfers & digital banking solutions. - Empowering individuals with financial solutions tailored to their needs. - Leading the way in wholesale and distribution for mobile and financial products. - Helps delivery drivers transition from renting to owning a bike.
Duties and Responsibilities
Arrears & Collections Management

• Overview of arrears daily
• Database management

• Follow, understand, and interpret arrears from the loan book
• Forecast, read and prevent arrears
• Ensuring loans arrears are within acceptable levels as determined by the business unit
• Supervising seniors and regional managers in their management, pursuit, and collection of loans from merchants
• Monitor and manage loan accounts in arrears across allocated portfolios
• Implement collection strategies to reduce delinquency and improve recovery rates
• Be able to oversee inter-company collaboration to address factors that mitigate arrears
• Review high-risk or escalated accounts and determine appropriate action plans
• Facilitate payment arrangements within delegated authority levels
• Ensure adherence to collections processes, timelines, and escalation protocols

Reporting & Analysis

• Weekly summaries on book value, arrears, and collections reports to be delivered to higher management
• Produce and analyse the arrears and recovery report
• Merchant performance and trends
• Analyse data to pick up merchant trends and behaviour
• Promise-to-pay adherence - following up on commitments made by merchants, and by staff who facilitate a commitment to settle arrears
• Recovery percentages
• Develop reports and reporting tools to assist in the loan recovery process
• Provide management with insights and action plans

Compliance & Risk

• Ensure compliance with the applicable legislation, policies, and contracts. Eg:

• National Credit Act (NCA)
• Company credit policies
• Data protection and customer conduct standards
• Monitor adherence to ethical and fair collection practices.
• Handle escalated complaints and disputes
• Ensure credit policies and procedures are in order and upheld

Stakeholder Engagement

• Liaise with internal departments (credit, legal, sales, loans team).
• Coordinate with external partners where applicable (debt collectors, legal firms, stakeholders)
• Maintain professional communication with customers.

Minimum Requirements
Education

• Diploma or related qualification in:

• Finance
• Credit Management
• Or related field (advantageous)
• Courses in the management and collection of arrears

Experience & key competencies

• 3-5 years of experience in:

• Loans collections
• Credit control/arrears management
• Minimum 1-2 years supervisory experience preferred
• 3-5 years of working experience, preferably in a banking or financial services environment
• Fluency in Hindi, Urdu, Bangla, and Amharic will be beneficial

Policy
We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports achievement of our Employment Equity goals.

Skills Required