Collections Support Consultant-5

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 180,000 - 280,000; Full time

Job summary

TIH invites applications for a customer-focused role in Johannesburg. The position emphasizes performance management, capability building, and selling customer propositions aligned with client needs. The role involves data collection, regulatory compliance, and strong customer service to drive retention.

Ideal candidates will hold Matric and FAIS qualifications, with a commitment to ongoing professional development and adherence to internal policies and external regulations.

Qualifications

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

Responsibilities

• Prioritise own workflow to meet productivity and quality standards.
• Identify customer needs and propose suitable products or configurations.
• Collect and analyse data to support decisions.
• Ensure compliance with regulatory codes and internal policies.
• Clarify customer needs and respond with relevant information.
• Provide quality customer service and support retention.
• Assist in managing customer relationships and cases.

Skills

Performance management

Customer service

Data collection

Regulatory compliance

Sales / upselling

Education

Matric / Grade 12

FAIS & Regulatory Exam 5

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)