Collections and Retentions Team Leader at Rand Mutual - RMA

Job description

PURPOSE:

To manage a team of collection and retention agents effectively for COID and Funeral products

KEY OBJECTIVE AND KEY STANDARDS

KEY OBJECTIVE

• Resolve all escalated queries from collection and retention agents
• Apply relevant resolutions to facilitate payments
• Provide customers with relevant product service and information
• Ensure agreed customer service level are consistently met by initiating quality controls on agent's calls and work
• Report on performance stats monthly
• Executing pre- legal communication
• Ensure that all targets set are met

KEY STANDARDS

• Negotiation skills
• Listening skills
• Communication skills
• Customer centric
• KEY STANDARDS
• Communication
• Contributing to team's success
• Decision making
• Customer Focus
• Planning and Organising
• Good information management
• Applied learning
• Good work Ethic

POSITION SPECIFICATIONS

EDUCATIONAL (Minimum level necessary to perform the job).

• Professional / Tertiary
• School Post Matric Qualification, equivalent to an NQF5
• Matric

MINIMUM REQUIREMENTS

• National diploma or degree
• Computer literacy (MS Office intermediate)
• Customer focus
• 5-7 years as a supervisory role in a collections environment
• FAIS Accreditation

OTHER REQUIREMENTS

• Interface with clients
• Ability to work under pressure
• Ability to check work accurately
• Interpersonal skills
• Good communication skills
• Confidentiality
• EXPERIENCE (Minimum necessary before being considered for the Job)
• •5-7 years as a supervisory role in a collections environment
• TRAINING (Essential training received in addition to the above experience to perform the job).
• Training of company related applications, e.g. Compcare, Penscare, and Internal Claims Procedures
• RMA Computer systems
• RMA Core Products
• RMA Customer Care
• Excalibur
• ADSOL
• PERIOD OF ON-THE-JOB TRAINING
• 2 – 5 Days company in – 
• Ability to ihouse induction course

OTHER REQUIREMENTS (Attributes)

• Self- motivated
• Resilient
• Initiative
• Integrity
• Confident
• Attention to detail

LIST OF CRITICAL OBJECTIVES

CRITICAL STANDARDS

• Tasks Key Performance Indicators
• Supervise the day to day operation of the collections and funeral teams
• Quality assurance on calls and COID and funeral team's work
• Responsible to make sure collections and funeral queries are executed and feedback provided to complaint
• Participate in performance appraisals for collections and retention team
• Monitoring of systems with a view of recommending changes/updates to improve them
• Drafting of collections and retention staff rosters to meet anticipated targets
• Responsible for handling calls from irate clients for both collections and retention
• Collaborate with department's head to set the collections and retention team's targets
• Implement priority call campaigns for collections and retention
• Ensuring system issues that are experienced by agents are logged and resolved
• Maintains communication equipment by reporting problems
• Daily review, analysis and allocation of the retention team
• Monitor progress of funeral fund policy cancellations, reinstatements, collections and lapses
• Pilot the funeral product in terms of retention and collections
• To assist with development and implementation for processes of funeral fund product
• Perform supervision of COID for FAIS purposes and compliance
• To guide the re-instatement and cancellation process
• Liaise with policy admin team regarding funeral issues
• Any ad hoc duties

Ensure compliance:

• To ensure all work is performed in terms of required standards and regulations
• To ensure that all company policies and procedures are adhered to
• To ensure timely submission of various periodical reports and highlights of the previous month’s reports.
• Display RMA Values as measured by Values Survey
• PDP - Completion of Individual Development Plan of 95% Planned vs. Actual
• Desk coaching for Collection and Retention agents
• Side by side coaching for collection and retention agents
• Management of staff rosters to meet anticipated targets
• Ensure collections and retentions campaigns targets are met
• Ensure measures are implemented and adhered to
• Percentage of successful telephone connections
• Improve Query logging
• Ensure premium collections targets are met for COID and non-COID