Collections Team Lead - Contract

  • Prodigy Finance
  • Cape Town, South Africa
  • Oct 08, 2017
Full time Customer Service

Job Description

Prodigy Finance - Who we are
Prodigy Finance is a platform that enables financing for international postgraduate students at the world’s best universities, 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 processed over US$300 million through the platform to fund students from 118 nationalities, with exceptionally strong repayment rates.
Our team of 110 (and growing) is already truly global. Our head office is in London but the majority of the team is based in beautiful Cape Town. We also have an office in New York plus team members based across Europe and Asia.
We are funded by some of the best, pre-eminent institutions and entrepreneurs in the world. 

What you will do in the role

Among other duties, the primary function of the Collections Team Leader is to manage the day-to-day operations of a team of Collections Administrators. The team function involves handling borrowers who are delinquent or in default and requires aspects of servicing queries, tracing borrowers and facilitating the start of the enforcement process, where necessary. You will need to effectively lead the team to maximize collection of arrears and payments.


Specific responsibilities are to:

  • Manage a team of Collections Administrators by using available information/reports to promote productivity and continuous staff development.
  • Increase the profitability of the company through effective management of the team by maximizing collections within the delinquent and default portfolios and minimizing the movement of borrowers into these portfolios.
  • Ensure adherence to regulatory and compliance requirements through auditing and performance reviews.
  • Maintain and improve day-to-day service level targets and timeframes by conducting regular quality reviews of Collections Administrators outputs and setup relevant training where necessary.
  • Liaise with other departments of the business to ensure team, departmental and company success.
  • Address and resolve customer complaints as well as implementing processes to reduce recurrence of common complaints in future.
  • Ensuring borrower payments are accurately tracked and allocated to relevant loans.


What you need to be great at:

  • Performance management: Engaging your team to get the best out of them and creating a performance-driven environment which encourages strong, consistent performance.
  • Quality monitoring: Dedicating time daily to ensure the team is having high quality, meaningful interactions which meet compliance and regulatory requirements and aid in enabling them to meet their collections targets.
  • Process control: Planning and organizing operational aspects of the collections role.
  • Feedback: Providing positive and valuable feedback to clients, team members and management.
  • Teamwork: Having a positive impact on the team and other departments. Working together to achieve joint goals and success.


Who we are looking for; track record must haves:

  • Completed NQF Level 4 (minimum) qualification
  • Demonstrable experience and success – hitting targets - in a fast paced, relentlessly high volume and high-quality customer focused environment
  • Strong customer-centric attitude and focus
  • Strong attention to detail
  • Minimum of 2 years of experience in similar capacity
  • Values driven behavior


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

  • Experience in a fast-growing and changing environment. 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 as we continue to grow.
  • Experience in a customer services environment where the product and platform is technically complex.  You need to show us that you can become a functional expert in the technical components of our proposition quickly.
  • Experience working in an international market and with foreign borrowers.
  • Specific call centre operational experience would be advantageous, with a working knowledge of Zendesk or similar.  

The Prodigy Finance fit; attributes which run true in everyone at Team Prodigy

To be an A player at Prodigy Finance, you need to possess – in spades - the following attributes:

Innovative + Smart

Be curious enough to want to know more, think out the box, maybe even break the box, show initiative and be smart about it to find implementable, impactful solutions.

International + Accountable

Push yourself to be better every day. Work with others across the world, be resilient, add value and then hold yourself accountable. Encourage and celebrate each other.

Energetic + Fun

Sense of humour = survival. Bring energy and fun. Wear your heart on your sleeve. Work hard and find the time to play. We’re in this together.

Do you want to be our next Collections Team Lead?  Here’s what to do now:

 If this sounds exciting and you'd like to have an informal chat, get in touch below and tell us why you want to work at Prodigy Finance.