Collections Analyst

• 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

• 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

Lula