Collections Consultant

Telesure Investment Holdings (Tih); Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

TIH is seeking a customer retention specialist to support policy retention and customer relationship management in a financial services setting. You will focus on resolving queries, processing cases, and identifying opportunities to secure or expand business while adhering to internal policies and regulatory standards.

The role requires a Matric or SAQA equivalent, with advantageous FAIS qualifications and RE 5.

Qualifications

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• RE 5 (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)
• 1 year retention experience (Essential); Financial Services environment advantageous; Collections experience advantageous

Responsibilities

• Clarify customer needs and set call objectives using standard materials.
• Provide quality customer service and identify opportunities for retention or new business.
• Assist in managing customer relations through standard activities and follow-ups.
• Adhere to organisation policies and regulatory codes; obtain supervisor approval for exceptions.
• Build capabilities via training, coaching, and ongoing education; pursue relevant accreditation.

Skills

Customer Needs Clarification

Customer Service

Customer Management

Operational Compliance

Personal Capability Building

Performance Management

Data Collection & Analysis

Sell Propositions

Education

Matric / Grade 12

SAQA Accredited Equivalent

RE 5 (Advantageous)

FAIS Recognised Qualification (Advantageous)

Class of Business Certification (Advantageous)

Job description

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Focus on customer premium collection and reinstatement. Has a solid knowledge of products and systems, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

Customer Needs Clarification

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.

Customer Service

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.

Customer Management

Help manage customers by carrying out standard activities.

Operational Compliance

Develop knowledge and understanding of the organisation’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

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 fulfil personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Performance Management

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.

Data Collection & Analysis

Extract relevant data from information provided by others.

Sell Customer Propositions

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.

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).

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind?