Collections Support Consultant-5

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 280,000 - 400,000; Full time

Job summary

TIH, based in Johannesburg, invites applications for a role focusing on performance management, customer service, and regulatory compliance within a financial services environment. The role encompasses data collection, capability building, and identifying opportunities to retain or grow customer business.

The ideal candidate will keep abreast of internal policies, pursue external accreditation where relevant, and develop capabilities through formal and informal training. Matric is essential.

Qualifications

• Matric/Grade 12 or SAQA Accredited Equivalent and FAIS Regulatory Exam 5 qualification is required.

Responsibilities

• Prioritise own workflow to meet productivity, quality and timeliness standards; use performance management systems to improve personal performance and KPI's.
• Identify the products or services that best meet the customer's stated needs, propose quantities and configurations, and influence the customer to retain their business.
• Extract relevant data from information provided by others.
• Develop knowledge of internal policies, regulatory codes and codes of conduct to ensure compliance.
• Set clear objectives for each call; use standard materials to present to the customer; ask questions to gauge interest and gather information.
• Provide quality service to customers while identifying opportunities to secure new business or support retention; handle complex queries and resolve problems.
• Help manage customers by carrying out standard activities.

Education

Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

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.

Responsibilities

Job Purpose

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.

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

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

Data Collection & Analysis

Extract relevant data from information provided by others.

Operational Compliance

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.

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

Education

Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)