Job Description

Europcar, a leading Car Rental company, has a great opportunity for a professional and highly target driven Debtor Manager in Risk Collections to join our dynamic car rental debtors finance team based in Bruma, Johannesburg. This role requires someone who would be efficient in generating growth bu collecting revenue. If you are highly results driven, love working under pressure and have a proven track record in maintaining high customer satisfaction ratings, then this position is for you.
Position Overview
The Manager: Risk Collections - is responsible for overseeing the collections process, managing an internal team of collections specialists, and liaising with external recovery companies. This role ensures timely recovery of outstanding debts while maintaining positive customer relationships and compliance with legal and regulatory requirements. The manager will develop and implement effective collection strategies, monitor performance, and collaborate with internal and external stakeholders to optimize recovery efforts.
External parties include third party administrators, ferriers and External Debt Collectors (EDCs) The successful candidate will also manage the collections within this sphere.
Specific Role Responsibilities
Key responsibilities:

• Manage, train, and motivate a team of collections specialists to achieve performance targets.
• Develop and implement effective collections strategies and procedures to maximize debt recovery.
• Monitor and analyze team performance, implementing measures to improve productivity and success rates.
• Review broken PTP accounts and determine appropriate actions in accordance with company policies and legal requirements.
• Communicate with customers regarding outstanding debts, negotiating payment plans and settlements.
• Maintain accurate and up-to-date records of all collections activities.
• 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.
• Prepare regular reports on collections activities for management.
• Recommend remedial measures.
• Manage write-offs and ensure proper administration within Risk Collections.
• Assist with recovery and ad-hoc tasks as assigned by the Executive of Shared Services.
• Overseeing call quality to evaluate call handling effectiveness based on predefined quality standards

• Managing the internal collections teams activities:-

• Setting targets and ensuring maximum collection targets are achieved at month end and bad debt recoveries are maximized.
• The effective management of overall collections and staff performance.

• Manage daily progress reports on files where there are settlement offers and AODs/PTPs.
• Monitor and manage all customer communications to ensure effective and professional standards are maintained.
• Monitor and manage all customer feedback including disputes to ensure positive CSI is maintained.
• Manage the accurate allocation of daily payments received, and update targets for collection agents.
• Review active files weekly to identify potential risk.
• Ensure daily schedules have been issued to Collection Agents to proceed with collections.
• Provide support and assistance to staff to resolve problems effectively and without delay.
• Ensure daily, weekly, monthly reports are compiled and submitted timeously.
• Quality control and performance management of recoveries agents.
• Overall management and control of the internal Excalibur system and integrated applications.

• EDC management:-

• Ensuring timely outsourcing to EDC's.
• Liaising with and managing EDC performance in accordance with SLA.
• Critical involvement to optimize collections from EDC's.
• Auditing of EDC activities in line with SLA and Debt Collectors Act.

• Third Party management:-

• Effective management of Third Party collections.
• Liaising with third party administrators to ensure timely receipt of payment.
• Management of settlement proposals.

• Ferrier management:-

• Effective management of collections of the outsourced ferries.
• Resolution of disputes/queries.

• 3 years' experience in team management within this environment.
• Car Rental industry experience advantageous.

• Matric or equivalent NQFL4 qualification
• Financial, Credit Management or Legal qualification NQF5+

• A Code 08 unendorsed drivers' license.
• Highly proficient in using intermediate level functions of MS Excel.

• Industry legislative compliance knowledge and relevant application thereof.

• Experience on Excalibur software advantageous.
• Basic working knowledge of legal process.
• 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

• Communication skills in English (read, write & speak)
• Listening skills
• Interpersonal Skills
• Client relationship building
• Sales Skills
• Business acumen
• Financial acumen
• Conflict Management
• Negotiation Skills
• Planning, organizing, monitoring and reporting skills
• Problem solving/assessment skills
• Computer Literacy
• Conducting formal meetings
• Creative and innovative
• Time Management
• Able to work under pressure.
• New business skills
• Assertiveness
• Initiative
• Persuasiveness
• Results driven and orientated

• Committed
• Professional
• Resilient, able to cope with pressure and challenging situations.
• Friendly, approachable
• Reliable and comfortable with fast pace.
• Driven/ Self-motivated/ Self-development orientated