Logbook Loan Sales Team Leader

Role Overview

You will manage a portfolio of overdue logbook loans, serving as the primary point of contact for borrowers who have fallen behind on repayments. Each day involves outbound calls and follow-up messages to understand customers’ circumstances, negotiate realistic repayment plans, and where necessary initiate recovery actions that protect the lender’s asset while treating customers fairly. Your persistence and people skills directly influence recovery rates and help the business minimise losses on vehicle-secured lending.

Key Responsibilities

• Contact borrowers with overdue accounts by phone, email, and SMS to determine reasons for non-payment and agree on feasible repayment schedules.
• Negotiate revised payment terms, partial settlements, or extended arrangements while ensuring agreements align with company policy and lending regulations.
• Track all interactions, promises, and payment commitments accurately in the collections system, updating account statuses in real time.
• Monitor repayment behaviour after agreements are made, following up proactively when installments are missed or cheques bounce.
• Escalate high-risk accounts for repossession assessment, providing clear documentation of customer communication and asset status.
• Work towards individual and team recovery targets, prioritising accounts by age, balance, and risk level to maximise collections efficiency.
• Stay up to date with the National Credit Act and other consumer protection rules, ensuring every recovery action is legally compliant and ethically sound.
• Collaborate with field agents, legal representatives, and auction houses when accounts progress to asset repossession or debt enforcement.

Requirements & Qualifications

• At least 1 year of hands-on experience in debt collection, credit recovery, or loan collections, ideally within a consumer lending environment.
• Solid understanding of logbook loans, vehicle-secured lending structures, and the typical default lifecycle from first arrears to repossession.
• Proven ability to follow up overdue accounts persistently, negotiate repayment terms with stressed or reluctant borrowers, and consistently hit recovery targets.
• Strong verbal and written communication skills, with the confidence to handle difficult conversations and the empathy to build constructive solutions with customers.
• Basic numerical aptitude for calculating arrears, interest, and settlement figures during negotiations.
• Familiarity with debt collection software, CRM tools, and Microsoft Office is advantageous.