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Practitioner (EDC) Liaison - Finchoice

Purpose of the role

The ideal candidate for this role will be responsible for providing an effective, efficient and value adding support function to the Outsource & Debt Recovery department.

Key Performance Areas

Meet department objectives by achieving performance metrics (targets) set 

  • Focus on achieving all Outsource & Debt Recovery goals, targets & objectives set by the department:
    • Operational Cash Outcomes
    • Activation rates
    • Roll rates
    • Transfers to legal rates
    • Conversion rates
  • Day to day processes 

Meet operational and quality efficiencies

  • Liaising with Practitioners (also commonly referred to as external debt collection agents with regard to handover files, pay-overs and customer queries
  • Manage, drive and influence Practitioners
  • Support department management through effective communication on performance related outcomes with Practitioners
  • Collate and present information to support panel accreditation and termination outcomes
  • Dedicated entry-point to facilitate and communicate Practitioner performance targets
  • Translate Practitioner performance outcomes into good tactical insights

Provide a comprehensive support function to the Outsource and Debt Recovery Department

  • Capture all required data in order to ensure all systems are up to date and accurate
  • Processing of all administration orders and payment schedules
  • Ensure all documents are completed, signed and approved within the required timeframes
  • Reconciliation and balancing of external debt collection control
  • Processing of all direct payments and reconciliation of invoices

Liaise with stakeholders

  • Continuously build and maintain relationships with internal and external stakeholders by acting as a brand ambassador for the Group
  • Always ensure that clear and professional communication takes place between all relevant stakeholders
  • Continuously work towards improving  experience and service delivery


  • Monitor and report on agreed Practitioner reporting standards as per SLA
  • Provide accurate reports in line with the departments requirements

Job requirements: 

Qualifications & Accreditations

Grade 12 / Matric or Equivalent

Experience & Skills

  • Minimum of 1 year experience in EDC management
  • Knowledge and understanding of the Debt Collectors Act and the NCA
  • Effective communication skills (verbal and written)
  • Proven track record in problem solving whilst constructively managing conflict and disputes
  • Excellent telephone etiquette
  • Proven track record in report writing and presentations
  • Must be computer literate (Email, Internet, Word, Excel and PowerPoint)
  • Clear credit and criminal record

Attributes & Behaviours

  • Performance-driven and results -orientated with a relentless drive to succeed
  • A strong can-do attitude and an energetic positive approach
  • Attention to detail with a thorough approach to work
  • Excellent listening and interpersonal communication (communicate across all levels)
  • Team player but able to work independently
  • Innovative and resilient to change
  • Good planning and organisational ability


  • Flexible benefits to structure your own package
  • Creative agile work environment
  • Flexible working hours
  • Café and lounge area
  • Staff restaurant with a variety of healthy meal options

Reference Number: 





Southern Suburbs (Cape)




Market Related

Job Type: