“Creating real and meaningful outcomes is fulfilling, whether it’s aiding clients in attaining their goals, tackling complicated problems or positively touching people's lives,” says Glenesta Botes, manager of debt collectors at the University of Pretoria (UP). She tells Tukkievaria how she came to do this work and why it is so rewarding.

Where did you work before joining UP?

Before joining UP, I worked at several reputable organisations, where I gained valuable experience in different roles. I spent two years in financial services at Debt in Assistance, where I worked as an administrator specialising in debt collection and financial services. I was responsible for administrative tasks, which allowed me to develop a strong understanding of the financial services industry and enhance my knowledge. 

After my tenure at Debt in Assistance, I moved to Legal Assets, where I was a manager and administrator for another two years. In this position, I was involved in the professional compilation of tenders, and compliance, quality, legal, technical and BEE requirements. This required attention to detail, strong organisational skills and working effectively within tight deadlines. My time at Legal Assets allowed me to refine my administrative abilities further and provided me with insight into legal and financial processes. 

My background includes a combined experience of 19 years. These experiences have shaped my professional growth, honed my skills in managing, administration and finance, and equipped me with the necessary expertise to contribute effectively to the team at UP.

What attracted you to UP?

Working at UP is an appealing prospect for a variety of reasons. It has a national and worldwide reputation for academic achievement. Joining UP allowed me to be a part of an institution that emphasises educational achievement and nurtures an intellectual growth culture. UP provides a helpful and enriching atmosphere for me to further develop my talents, broaden my knowledge and advance my professional opportunities. 

What does your work as debt collector manager at UP entail?

My job entails several duties, among others, to lead and manage the debt recovery team and ensure that effective debt collection services are provided on a corporate basis. I am responsible for the management and development of a multidisciplinary team of staff that provides a debt recovery service. Our team works on identifying customers with outstanding debts; contacting and tracing debtors; encouraging timely repayment; handling customer questions, complaints and enquiries; creating and implementing debt collection courses of action; and negotiating specific payment plan arrangements with debtors.

What challenges do debt collectors face and how can these be overcome? 

The common challenges include the lack of current contact information. Getting accurate information about your customers is essential for timely payments. Any information such as a debtors’ name, phone number, identity or address can be used when reaching out to them once they become delinquent.

Another big challenge is a country’s economic status. It has one of the biggest impacts in the affordability of customers being able to pay; many times, customers are willing to pay but don’t have the means to do so. 

How do you deal with difficult customers?

The easiest way to make a call go downhill is to interrupt the person on the other end. Stay focused, be polite, be prepared and let customers call on their own terms. If both parties talk, they will always come to an amicable resolution; sometimes it just takes time and patience. Remember, there are always two sides to a story. 

How did you come to do this work?

I was looking for more career chances and professional growth. I believe I was ready to take on more responsibilities. To become motivated, I need a change of location. I wanted to learn a new skill that was not necessarily part of my previous job and I was ready for a challenge. 

When you were a child, what did you want to be?

Because I enjoy working with money, I wanted to be a chartered accountant or an entrepreneur, as I enjoy beginning a business and seeing consumers happy with the services and products they receive. Starting a career early allows young people to go forward in life more rapidly because they don't have to figure out their intended degree during the first half of university. 

What do you enjoy most about your job and why? 

I appreciate my job, but the institutional reputation is what determines a person's social status in society. It is an indication of his or her power. A person with a strong reputation is definitely desired for better jobs and leadership positions. A good reputation has never done anyone any harm. My employment gives me a lot of happiness as it allows me to make a difference. Creating real and meaningful outcomes is fulfilling, whether it's aiding clients in attaining their goals, tackling complicated problems or positively touching people's lives. 

What is your least favourite part of the job? 

Having to deal with last-minute requests and difficult customers. I believe there is always room for improvement. However, it is not about me, but it is for the institution. I’ve learnt that one has to choose his/her words carefully and understand customers’ perspective, ask them to be specific, acknowledge their complaints, focus on the solution, set boundaries with difficult customers, communicate everything in writing and part ways.

What do you do in your free time? 

My schedule is completely full. I’m too engaged with my personal life, living each day to the fullest. I spend much of my time implementing and developing better systems to improve our debt collections and tracing service delivery, and understanding our customers and their circumstances. I also attend seminars regularly to keep us updated on new developments in the industry.

What are your likes and dislikes?

I enjoy cooking and spending time with my family, but I strongly dislike being micro-managed. Within my space of work, micro-management is not a fine art. It annoys employees. It is vulnerable to human error on both sides, which is why it is not scalable at all. It makes some managers lose sight of the big picture, damages employee trust, and leads to burnout in managers and teams alike. It can also cause employees to become dependent on micro-management and increase the employee turnover rate. One needs to find a balance between managing with compassion and being firm.

Quick quiz: 

Sport: Cycling

Food: Pasta 

Movies: Action films and comedies 

Actors: Bruce Willis and Sandra Bullock

Musicians: Celine Dion and the Three Tenors

All-time hero: My father