Team Leader - Debt Collections

The Credit Union is a dynamic, member-driven, savings and loans institution that integrates, preserves, and cultivates champions and visionaries to improve the lives of our local community. Differing in both philosophy and structure from other financial institutions, not just through positive economic and social change, but by members helping members that operate not for profit but for service. As an organization of collaboration and innovation, we welcome applications from individuals that want to further their careers in a growing, family-oriented environment, that endeavors to enrich the lives of our members and the community we serve.

PRINCIPAL ACCOUNTABILITIES

• Supervise, coach and support Collection Officers in the day-to-day management of delinquent accounts.
• Allocate and monitor collection activities to ensure timely follow-up and achievement of individual and team targets.
• Manage assigned delinquent accounts and negotiate repayment arrangements within established policies and delegated authority.
• Monitor payment agreements and follow up on missed or overdue payments to support timely resolution.
• Review member accounts and ensure collection activity, correspondence and member information are accurately documented and maintained.
• Monitor team collection activity, delinquency levels and payment performance and escalate significant or complex matters to the Manager.
• Ensure reminders and final warning notices are issued within established timelines and that recovery actions are initiated.
• Provide guidance and support to Collection Officers in handling difficult member interactions and collection matters.
• Coordinate the operational aspects of repossessions, property valuations, insurance requirements and the recovery and sale of secured assets, as directed.
• Assist with delinquency reports, credit checks and other collection-related activities.
• Identify operational challenges and recommend improvements to the Manager to enhance team performance and collection effectiveness.
• Ensure daily activities comply with established policies, procedures, service standards and regulatory requirements.
• Perform other duties as assigned by the Manager Delinquency.

QUALIFICATIONS & EXPERIENCE

• A Diploma in Accounting, Finance or a related field.
• At least 3 years of experience in a senior position within the Delinquency function of a busy lending or financial institution.
• Demonstrated experience leading, coaching or supervising staff.
• Experience managing delinquent loans and negotiating repayment arrangements.
• Experience preparing financial, delinquency or management reports.
• Working knowledge of financial products and services.
• A thorough understanding of debt collection practices and loan management.
• Knowledge of financial services regulatory requirements.
• Knowledge of relevant legislation and regulations, including the Co-operative Societies Law, Proceeds of Crime Law, Anti-Corruption Law and Anti-Money Laundering Regulations, would be an advantage.
• Understanding of credit risk, delinquency management and financial performance indicators.

SKILLS/ATTRIBUTES

• Strong communication, customer service, negotiation, and problem-solving skills.
• Strong decision-making, supervisory, and training capabilities.
• Ability to bring integrity and impartiality to all tasks and observe strict confidentiality.
• Highly self-motivated and directed, with keen attention to detail.
• Able to effectively prioritize tasks in a high-pressure environment.

Credit Union offers an excellent remuneration package including a discretionary performance-based bonus, Pension and Health Insurance. Employees also participate as members in annual members dividends. TO APPLY: Interested applicants who meet the above qualifications may submit their cover letter and resume to Human Resources via our Careers Page at: https://cicsacu.bamboohr.com/careers. APPLICATION DEADLINE: 17 September 2026