Specialist: Collections Administrator at Prodigy Finance

What will you do in the role?

• The primary function of a Collections Administrator is to perform a wide variety of complex Collections duties and to manage short and long term forbearance processes.
• In this role, the  Collections Administrator is responsible for establishing and maintaining inbound and outbound contact with customers as and when required, implementing the appropriate forbearance solutions, and meeting Collections & Recoveries goals.
• The successful candidate will be required to use initiative and a significant amount of good judgment in solving problems and decision-making.

What are some of the responsibilities of this role?

• Manage a portfolio of delinquent and/or post-default account collections in line with the standard operating procedures and set expectations.
• Initiate and maintain contact with delinquent and post-default borrowers across multiple channels. 
• Manage arrears notifications and discussions through both one-on-one and volume communications processes across multiple channels.
• Work to understand the borrowers’ circumstances and determine the best solutions and processes that would assist them in their current situation.
• Use effective communication and negotiation skills to secure favorable repayment plans and settlements, and work with the borrowers to bring their payments up to date.
• Educate borrowers on repayment options and the consequences of non-payment.
• Identify and adequately support customers facing financial hardship in line with existing forbearance policies and regulatory requirements.
• Maintain accurate and detailed records of all communications and payment agreements made with borrowers.
• Optimise Collections by following up on commitments to pay and respective statuses at the required frequency. 
• Trace non-communicative borrowers using desktop trace,  internal and external  resources, and liaise with outsourced tracer to locate borrowers.
• Ensure that all borrower’s information held on record is up to date, complete, and accurate.
• Ensure full understanding of the Prodigy loan product, related processes,  policies, and regulatory requirements.
• Work on different systems and manage several manual processes.  
• Manage daily, weekly, and monthly tasks in line with set expectations while maintaining SLA adherence. 
• Maintain a high-quality score on assessments.
• Maintain proper account hygiene and action administrative requirements related to customer account management.
• Comply with all relevant laws and regulations governing debt collections practice.
• Ensure compliance with all relevant  regulatory requirements 

What would the ideal candidate be great at?

• Have an empathetic yet firm approach to dealing with high net worth individuals
• Proven people management skills, preferably with people from different cultures and countries
• Advanced ability to follow procedures and policies to ensure and outcome
• Meet deadlines consistently
• Strong attention to detail and administrative discipline
• Proven listening, empathy and communication skills
• Proven ability to work in a high-pressure environments
• Proven ability to make independent decisions based on procedures and policies
• Proven ability to exceed performance targets in a fast-paced, high-volume, and high-quality customer services environment.
• Ability and willingness to deal directly with specific tasks and enquiries where required
• Advanced troubleshooting and multi-tasking skills
• Excellent interpersonal and communication skills, both verbal and written
• Ability to assess complex situations and use creativity to solve problems
• Established negotiation and objection handling skills
• Proven ability to operate independently
• Self-assurance and a confident manner
• Have the ability to debate in a constructive manner and to challenge conventional wisdom 
• High motivated individual who is able to juggle multiple processes with different priorities and deadlines
• Effective portfolio management 

Qualifications and experience

• Completed NQF Level 4
• Proven track record of reducing arrears on early, mid and late-stage delinquent accounts or post -default recoveries. 
• International Collections experience – or at least, an international mindset required
• Experience in managing processes from beginning to execution and resolution
• Experience conducting financial assessments 
• Experience in dealing with recovery processes under TCF principles
• Experience managing Collections and forbearance in a financial services regulatory environment against collections & recovery targets 

Experience that would be nice to have (but we’ll trade off if everything else fits)

• Ideally, you will have experience with UK based consumer protection law and TCF principles 
• Experience in a sales environment  
• Experience in auditing Collections processes against regulatory framework
• Start-up experience. Sometimes, the earth moves beneath your feet at Prodigy Finance, so you've got to be comfortable with ambiguity, able to wear lots of hats and adapt easily