Join a Leader in the Home Finance Industry!
RMV Solutions is proud to be recruiting on behalf of a well-established and respected company in the home loan sector. Our client is known for offering innovative financial solutions and exceptional customer service, and they’re looking for passionate individuals to join their growing team!
Job Purpose:
Our client, a leader in the home finance sector, is seeking a skilled Prelegal Arrears Manager to effectively lead and manage an Arrears Call Centre Team within the Prelegal Department. The primary focus is to convert non-performing accounts into performing accounts, ensuring set targets are achieved. The role also includes monitoring and implementing processes that:
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Manage a low Arrears Factor
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Reduce losses
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Deliver an excellent client experience
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Ensure SLA adherence and regulatory compliance
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Maintain high-quality assurance standards
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Oversee and support adequate training and upskilling initiatives
Alignment to Business Strategy:
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Deliver a cost-effective and efficient service
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Improve productivity and operational efficiency
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Drive a culture of amazing service delivery
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Proactively contribute to profitability by managing the arrears book, reducing losses, controlling costs, and maximizing cash flow
Key Responsibilities:
A. Performance & Target Management
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Ensure collection targets for the Arrears Call Centre Team are met and sustained
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Monitor individual and team performance, providing daily feedback and guidance
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Assist team members in identifying performance gaps and drive motivation
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Authorize client arrangements in line with set departmental mandates
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Lead the team to meet or exceed goals
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Implement measurable Key Performance Indicators (KPIs)
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Ensure adherence to internal processes and maintain accuracy
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Identify and escalate suspicious accounts
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Address client complaints and disputes timeously and accurately
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Stay updated on relevant industry knowledge and facilitate continuous learning
B. People Management & Leadership
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Conduct performance reviews and maintain performance statistics
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Coach and develop staff to reach full technical and non-technical competency
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Foster a culture of fairness, respect, and transparency
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Ensure consistent application of company policies, including HR policies
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Set clear expectations and implement targeted training where necessary
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Collaborate with internal teams and departments to ensure cohesive arrears management
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Lead team meetings, management discussions, and one-on-one coaching sessions
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Uphold the highest ethical standards in all conduct
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Encourage team morale, recognition, and rewards
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Contribute to maintaining an “Employer of Choice” reputation by supporting employee initiatives
C. Values Alignment & Self-Development
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Align personal and team values with the company’s mission and culture
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Take ownership of personal growth and professional development
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Adhere to the company’s code of ethics
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Ensure full compliance with relevant legislation and industry regulations
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Promote and model an amazing service culture
Requirements:
Minimum Qualification:
Preferred Qualification:
Minimum Experience:
Preferred Experience:
Competencies:
Generic Competencies:
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Strong interpersonal skills
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Target-driven with strong problem-solving abilities
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Ability to work under pressure
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Strong organizational and decision-making capabilities
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High attention to detail
Technical Competencies:
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Proficiency in MS Office
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Excellent written and verbal communication skills
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Strong project management and strategic thinking ability
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Knowledge of the Excalibur system
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Familiarity with business processes and procedures in a home loan debt collection environment
