Collections Consultant - Johannesburg at Telesure Investment Holdings (TIH)

Responsibilities

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.,
• Extract relevant data from information provided by others.,
• Help manage customers by carrying out standard activities.,
• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.,
• Keep abreast with current changes in internal policies and procedures.
• Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media., Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.,
• Provide a quality service to customers while identifying alternative collection opportunities to secure new business or support retention.
• Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.,
• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)

Experience

• 1 year retentions experience(Essential);
• Experience in Financial Services Environment (Advantageous);
• Experience in collections environment (Advantageous).