Prelegal Arrears Manager

Job Description

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 :

Manage a low Arrears Factor

Reduce losses

Deliver an excellent client experience

Ensure SLA adherence and regulatory compliance

Maintain high-quality assurance standards

Oversee and support adequate training and upskilling initiatives

Alignment to Business Strategy :

Deliver a cost-effective and efficient service

Improve productivity and operational efficiency

Drive a culture of amazing service delivery

Proactively contribute to profitability by managing the arrears book, reducing losses, controlling costs, and maximizing cash flow

Key Responsibilities :

A. Performance & Target Management

Ensure collection targets for the Arrears Call Centre Team are met and sustained

Monitor individual and team performance, providing daily feedback and guidance

Assist team members in identifying performance gaps and drive motivation

Authorize client arrangements in line with set departmental mandates

Lead the team to meet or exceed goals

Implement measurable Key Performance Indicators (KPIs)

Ensure adherence to internal processes and maintain accuracy

Identify and escalate suspicious accounts

Address client complaints and disputes timeously and accurately

Stay updated on relevant industry knowledge and facilitate continuous learning

B. People Management & Leadership

Conduct performance reviews and maintain performance statistics

Coach and develop staff to reach full technical and non-technical competency

Foster a culture of fairness, respect, and transparency

Ensure consistent application of company policies, including HR policies

Set clear expectations and implement targeted training where necessary

Collaborate with internal teams and departments to ensure cohesive arrears management

Lead team meetings, management discussions, and one-on-one coaching sessions

Uphold the highest ethical standards in all conduct

Encourage team morale, recognition, and rewards

Contribute to maintaining an “Employer of Choice” reputation by supporting employee initiatives

C. Values Alignment & Self-Development

Align personal and team values with the company’s mission and culture

Take ownership of personal growth and professional development

Adhere to the company’s code of ethics

Ensure full compliance with relevant legislation and industry regulations

Promote and model an amazing service culture

Requirements :

Minimum Qualification :

Matric / Equivalent Certification in Management and Debt Collection

Preferred Qualification :

Legal Degree or Administrative Degree

Minimum Experience :

2 years management experience in home loan debt collection

Preferred Experience :

More than 2 years management experience in home loan debt collection

Competencies :

Generic Competencies :

Strong interpersonal skills

Target-driven with strong problem-solving abilities

Ability to work under pressure

Strong organizational and decision-making capabilities

High attention to detail

Technical Competencies :

Proficiency in MS Office

Excellent written and verbal communication skills

Strong project management and strategic thinking ability

Knowledge of the Excalibur system

Familiarity with business processes and procedures in a home loan debt collection environment

Requirements

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