OVERALL PURPOSE As a Collections Analyst, you will play a critical role in our dynamic and results-driven team. We are looking for a tenacious and detail-oriented professional with a strong passion for collections. You will be responsible for recovering outstanding client payments, directly contributing to our company's financial health. The ideal candidate thrives on challenges and is committed to achieving the highest standards of performance while maintaining strong client relationships. + Manage outstanding client payments with an aim to recovering arrears + Ensure adherence to the Fair Debt Collections Practices Act and other compliance regulations and security policies + Follow Lula's established collections processes (although improvements are always welcomed!) + Liaise with customers to understand reasons for late payment and resolve customer billing disputes + Respond to customer queries + Manage interactions with all customers diligently, courteously and professionally while collecting payments + Initiate strategies for collection processes and procedures + Negotiate payment plans in consultation with collections and credit management teams + Encourage and assist customers to pay overdue amounts + Create repayment schedules based on customers' financial situations + Ensure customer loyalty while initiating processes for collection of payments + Keep electronic records of all communications, payment plans agreed to, and amounts paid + Initiate legal proceedings if debt recovery fails + Issuing Letters of Demand: Work closely with the Collections Analysts to issue outstanding letters of demands. Track and follow up on any responses or actions from clients regarding the demand. + Listing Notifications: Issue notices to clients to inform them of potential further actions due to overdue accounts. Ensure timely and accurate communication to prevent escalation of issues. + Issuing Adverse Listing Notices: Create and send Adverse Listing notices to clients or businesses who fail to resolve outstanding debts. Maintain thorough records of all notices issued. + Ticket Management (Zendesk): Allocate unassigned tickets on Zendesk to appropriate collection analysts for further follow-up. + Tracing Individuals and Businesses: Conduct research and tracing activities to locate and gather additional information about businesses or individuals with overdue accounts. + Administrative Support: Assist with various administrative tasks to help alleviate pressure on the collection analysts, allowing them to focus on their core responsibilities related to collections. + Daily reporting THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR + Matric certificate or equivalent + Diploma/Degree in a financial related field would be highly advantageous + Previous collections experience (Minimum of 2 years) or alternatively financial administrative experience + A track record of providing excellent customer service + Strong numerical ability + Ability to thrive in an ever-changing environment with lots of moving parts + Strong communication and people skills