Logbook Loan Sales Team Leader

Role Overview

You will manage a portfolio of overdue logbook loan accounts, working directly with borrowers to bring their payments back on track. Each day involves a mix of outbound communication, account review, and negotiation to secure realistic repayment commitments while protecting the lender's asset value. Your ability to balance firmness with empathy will directly impact collection rates and customer retention.

Key Responsibilities

• Contact borrowers with overdue logbook loan accounts via phone, email, or SMS to confirm their financial situation and agree on repayment solutions.
• Review each borrower's loan agreement, payment history, and collateral status to determine the most appropriate collection action.
• Negotiate revised payment schedules, partial settlements, or deferral arrangements that align with both the borrower's capacity and the company's recovery targets.
• Document all communications, promises, and actions taken in the collection system to maintain a clear audit trail.
• Monitor agreed repayment arrangements and escalate accounts where commitments are not honoured or asset recovery actions are needed.
• Work towards individual and team monthly recovery goals while keeping complaints and disputes to a minimum.
• Provide clear, accurate information to borrowers about their loan status, outstanding balances, and consequences of non-payment.
• Flag accounts that require repossession, legal review, or write-off approval to the relevant internal teams.

Requirements & Qualifications

• Minimum 1 year experience in debt collection, credit recovery, or loan collections.
• Good understanding of logbook loans and lending processes, including how vehicle-secured lending works.
• Ability to follow up overdue loans, negotiate repayments, and meet recovery targets consistently.
• Strong negotiation and communication skills, with the confidence to handle difficult conversations and manage borrower objections.
• Basic numeracy and attention to detail for accurately recording payments, balances, and arrangements.
• Resilience and a results-driven mindset, comfortable working in a target-based environment.