• Location
    • Cape Town
  • Date Posted
  • Nov. 2, 2021
  • Function
  • Finance
  • Sector
  • Fintech

Prodigy Finance is a platform that delivers socially responsible financial services; making it possible for students from more than 150 countries to fulfil their dream of studying at the world’s top universities and schools by financing their international postgraduate studies, whilst delivering competitive financial and social returns to alumni, institutional and private investors.

This borderless and innovative model enables education loan financing to students from across the globe, whilst using predicted post-degree affordability rather than present-day salary. Since 2007, Prodigy Finance has extended over US$1 billion through the platform to fund over 19,000 students.

We are funded by some of the best, pre-eminent institutions in the world including Index Ventures, Balderton Capital, RMIH, Credit Suisse, the US DFC, CPPIB and Deutsche Bank.

What will you do in the role?

As the Collections Team Lead you will be managing a team in loan collections and reporting through to the Head of Collections. You will lead a team to manage processes around arrears borrowers, directly and with service providers, actively working the delinquent portfolio, trace processes and managing legal recovery processes alongside our Head of Collections and Legal.

  • What are some of the responsibilities of this role?
  • Role model customer collections (written and verbal) and handle complex customer issues or complaints
  • Be a product and process expert (SME) and source of knowledge for your team
  • Drive  support to the improvement initiatives including these responsibilities:
  • Manage the  arrears book against required collections targets
  • Maintain required SLAs on tickets
  • Manage arrears notifications and discussions through both one-on-one and volume communications processes using multiple channels
  • Advise and educate borrowers on repayment options and consequences of non-payment
  • Trace non-communicative borrowers using desktop trace and internal resources and liaise with outsourced tracer to locate borrowers
  • Manage communication regarding arrangement processes with borrowers who are unable to pay
  • Understand and advise borrowers on the best solutions and processes that would assist them in their current situation
  • Ensure the team executes on the collections campaign strategies and the related scripts and brand tone in line with set targets
  • Maintain and build on our positive culture through coaching, recognition and staff development
  • Ensure that customer response times and scheduled calls happen in line with our service levels
  • Own the collections SOPs and process documentation; and update and maintain them in collaboration with the broader operation team
  • Identify and escalate customer experience gaps and opportunities to relevant business teams
  • Analyse escalations and quality scores, provide root cause analysis and devise corrective actions to increase quality, improve RPC and PTP success
  • Ensure that internal and student FAQs and SOPs are current and aligned to current processes and policies, and updating and tracking changes where need be
  • Support the process of training and rolling out of SOPs in a version controlled, tracked and supportive way
  • Grow our strength by recruiting for Cape Town customer operations vacancies as and when needed
  • Represent and live our brand, culture and values
  • What would the ideal candidate be great at?
  • Leading and managing people and processes in an omni channel operations environment
  • People development and coaching for quality and performance
  • Role modelling customer service in line with our brand
  • Staying on top of a complex, detailed and ever evolving product and process suite
  • Best practices within a financial services operations environment
  • Identifying and implementing changes within a dynamic and technical environment
  • Dealing with the challenges of working in an emerging and fast growing FinTech company

Qualifications and experience

  • A relevant tertiary qualification
  • Proven track record in debt collections (recoveries) within the financial service sector
  • Experience as a people manager/team lead in a financial service or similarly regulated or complex environment
  • Proven track record of leading and motivating teams, specifically in a fast, ever-changing environment
  • Demonstrated ability to deliver results through omni channel operations with SLAs and metric management
  • Experience in driving  change initiatives, preferably in a tech environment
  • Self starter with strong business and financial acumen
  • Strong attention to detail, analytical and strategic thinking
  • Excellent communication skills
  • Excellent negotiation skills
  • Collaboration and teamwork
  • Stakeholder management
  • Experience that would be nice to have (but we’ll trade off if everything else fits)
  • Experience in a high growth environment is a major advantage
  • Experience in an international/BPO operations/call centre environment
  • Living or work experience in our core markets
  • Spanish or Chinese language skills, written or spoken