Collections Analyst
Lula
- Cape Town, Western Cape
- Permanent
- Full-time
- Manage outstanding client payments with an aim to recovering arrears
- Ensure adherence to the Fair Debt Collections Practices Act and other compliance regulations and security policies
- Follow Lulalend's established collections processes (although improvements are always welcomed!)
- Liaise with customers to understand reasons for late payment and resolve customer billing disputes
- Respond to customer queries
- Manage interactions with all customers diligently, courteously and professionally while collecting payments
- Initiate strategies for collection processes and procedures
- Negotiate payment plans in consultation with collections and credit management teams
- Encourage and assist customers to pay overdue amounts
- Create repayment schedules based on customers' financial situations
- Ensure customer loyalty while initiating processes for collection of payments
- Keep electronic records of all communications, payment plans agreed to, and amounts paid
- Initiate legal proceedings if debt recovery fails
- Daily reporting
- Matric certificate or equivalent
- Diploma/Degree in a financial related field would be highly advantageous
- Previous collections experience (Minimum of 2 years) or alternatively financial administrative experience
- A track record of providing excellent customer service
- Strong numerical ability
- Ability to thrive in an ever-changing environment with lots of moving parts
- Strong communication and people skills
- Strong customer focus
- Self-starter and initiative-taker
- Enthusiastic team-player
- Willingness to learn in a dynamic and fast moving company
- Positive contribution to the Collections team and Lulalend
- Out-of-box thinking and solutions driven
- Great negotiation skills
- Empathetic yet logical approach
- Ability to resolve conflict in a constructive manner