Pre Legal Collections Credit Controller-Team Leader

Job Purpose

• The Pre-Legal Team Leader is responsible for leading and managing the pre-legal collections team to ensure the effective recovery of outstanding accounts before matters are escalated to the legal process.
• The role focuses on team performance, portfolio management, customer engagement, compliance, and achieving collection targets while maintaining professional and ethical collection practices.

Position Description

Manage Collections

• Oversee the collection of overdue accounts prior to legal escalation.
• Ensure appropriate contact strategies are followed to maximise recoveries
• Review high-risk, high-value, and complex accounts
• Ensure suitable payment arrangements are negotiated and maintained.
• Monitor broken arrangements and ensure appropriate follow-up action is taken
• Identify accounts that meet the criteria for legal escalation.
• Ensure accounts are properly documented before referral to the legal team or external attorneys.
• Updates on High-risk categories of debt and the way forward.

Tickets

• Manage daily Tickets and ensure that they do not breach SLA
• Ensure the daily verification of Refund: ensuring that the required supporting documents are attached and that adjustments are made accurately.
• Deal with Ad hoc escalations and queries.

Reporting

• Daily, Weekly and monthly staff statistics on collections, PTP made, broken PTP and average talk time, conversion rate

Team Leadership

• Lead, mentor, and develop the Collections – Calling team, fostering a culture of continuous improvement and professional growth
• Conduct regular performance evaluations and provide feedback to team members.
• Recruit and train new team members as needed
• Be concise and assertive, although also persuasive and patient
• Handling HR performance-related issues and escalation if necessary
• Monitoring and reporting on daily, weekly, and monthly performance collection vs set target
• Monitoring Calls, Matters worked, PTP, PTP conversion rate and troubleshoot/intervene.
• Training and counselling where standards are not met via training or discipline
• Assisting collectors during a call by using the call whispering function

Minimum Requirements

• At least 5 years' experience in leading and managing teams.
• Atleast 7 years' experience of industry specific in area of specialisation will be advantageous.

Qualifications

• Credit Management level 5 is a preference, Bookkeeping/Finance Studies

Closing Date 10 September 2026