Pre Legal collections credit controller-Team Leader

Join Our Team at Rosebank International

The Independent Institute of Education, Rosebank International, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 45,000 students nationwide.

As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you.

Join us on our journey of shaping futures!

Job Purpose

The Pre-Legal Team Leader is responsible for leading and managing the pre-legal collections team to ensure the effective recovery of outstanding accounts before matters are escalated to the legal process. The role focuses on team performance, portfolio management, customer engagement, compliance, and achieving collection targets while maintaining professional and ethical collection practices.

Position Description

Manage Collections

• Oversee the collection of overdue accounts prior to legal escalation.
• Ensure appropriate contact strategies are followed to maximise recoveries
• Review high-risk, high-value, and complex accounts
• Ensure suitable payment arrangements are negotiated and maintained.
• Monitor broken arrangements and ensure appropriate follow-up action is taken
• Identify accounts that meet the criteria for legal escalation.
• Ensure accounts are properly documented before referral to the legal team or external attorneys.
• Updates on High-risk categories of debt and the way forward.

Tickets

• Manage daily Tickets and ensure that they do not breach SLA
• Ensure the daily verification of Refund: ensuring that the required supporting documents are attached and that adjustments are made accurately.
• Deal with Ad hoc escalations and queries.

Reporting

Daily, Weekly and monthly staff statistics on collections, PTP made, broken PTP and average talk time, conversion rate

Team Leadership

• Lead, mentor, and develop the Collections – Calling team, fostering a culture of continuous improvement and professional growth

• Conduct regular performance evaluations and provide feedback to team members.

• Recruit and train new team members as needed

• Be concise and assertive, although also persuasive and patient

• Handling HR performance-related issues and escalation if necessary

• Monitoring and reporting on daily, weekly, and monthly performance collection vs set target

• Monitoring Calls, Matters worked, PTP, PTP conversion rate and troubleshoot/intervene.

• Training and counselling where standards are not met via training or discipline

• Assisting collectors during a call by using the call whispering function

Minimum Requirements

At least 5 years' experience in leading and managing teams.

Atleast 7 years' experience of industry specific in area of specialisation will be advantageous.

Qualifications

Credit Management level 5 is a preference, Bookkeeping/Finance Studies