Agency Manager

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Job Summary

• To interact with Debt Collection Agencies (DCA) and Legal firms, as well as the customers to recover and manage debt within the Post Write Off Portfolio (PWOR), charge off and pre-charge off portfolios and to minimize collection cost as per Business Policies and Procedures.
• Ensure that matters sent to the DCAs and Legal firms are effectively tracked and performance of the DCA and legal firms managed accordingly to ensure that this is in line with the agreed SLA’s by conducting quality checks including call evaluation, call backs, audits to ensure that they adhere to the TCF principles.

Job Description

•  Monitor DCAs and legal firm’s performance on a daily basis through reports and address deviations to performance immediately.• Conduct daily performances discussions with the DCAs and legal firms in relation to number of Promises to Pay secured, settlement, arrangements and trace relative to the agreed daily targets.• Obtain action plan to address deviations where targets are not met / performance is off track and agree on the remedial actions to be taken as well as the delivery dates.• Monitor and enforce execution of the action plan to ensure that committed actions are delivered to achieve agreed targets.• Offer debt collection solutions to customers outsourced like settlements, retrenchment cover• A sample of accounts must be identified daily and audits conducted. Conduct at least 25 call backs per day to ensure that appropriate actions and treatments are executed by the DCAs and legal firms to recover / activate payments on accounts allocated.• After audits are completed a report to be compiled and findings shared with the HOC including the DCAS and legal firms. These findings may be sent via email or a meeting must be held where appropriate.• DCAs to address all the anomalies and provide the DCA manager with confirmation that deviations are addressed and thereafter the DCA Manager to re-audit the findings to ensure compliance with existing standards and business processes.• All DCA complaints should be logged in BOC by support team on a daily basis to ensure that queries are resolved within 24 hours.• Process refunds for set-off done on a client’s client (set-off is when the client refuses to make payment or an arrangements and money is transferred from his savings or investment accounts to the bad debt account) within the agreed SLA time where the client request us to do so and follow up that the request was actioned successfully.• Validate the invoices and ensure that the DCA’s invoices are correct and processed within the agreed SLA.• All the invoices are to be recorded and payments monitored.• Timely action general telephone and e-mail requests from DCA’s.• Validate the scorecards received from the DCA’s to ensure alignment to weekly report.• Send reconciled master files to the DCAs and Legal firms every BOM.• Monitor receipt and verification of streaming reports by support team• Receive and action on the monthly reason codes received form DCAs• Timely receipt and actioning on the pipelines received from DCAs• Wholehearted commitment to effective application of performance management, robust rigour controls and MI policies & practices.• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required. 

Education

Higher Diplomas: Business, Commerce and Management Studies (Required)