Collections Advisor at Sanlam Group

What will you do?

• Collect on arrears portfolio within mandate, resolve credit queries, negotiate payment arrangements by informing customers of various payment solutions and obtain approval for refinancing and repossessions in order to increase revenue.

What will make you successful in this role?

• Afrikaans Prociency to Read, Write and Speak is a requirement
• Collect arrears and negotiate acceptable payment arrangements and settlements, in line with mandate
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Comply with governance in terms of legislative and audit requirements
• Carry out collections processes within mandate, meeting SLA targets and quality standards.
• Manage personal development to increase own skills and competencies.
• Grasp and applies new information with ease, is motivated to identify new areas/channels of learning and consistently creates and takes advantage of learning opportunities.
• The ability to reflect on and learn from experience as part of life-long learning
• Cuts to the core of issues and applies effective analysis, logic and creativity to implement solutions.
• Shows insight into interpersonal dynamics and is able to adapt responses, accordingly, displaying appropriate act, empathy and sensitivity whilst maintaining relationships.
• Recognises interdependencies and collaborates with others to achieve shared goals.
• Is a self-starter who produces consistently high qualify outputs within agreed deadlines.
• Prompt and proactive in driving for results and sets challenging goals for self and other.
• Remains level - headed in situations for stress or pressure and persists in pursuing goals despite obstacles and setbacks.

Qualification and Experience

Qualifications

• Grade 12

Experience

• 2 or more years contact centre experience

Technical Competencies

• Technical/Collection/Recovery/ Intermediate
• Execute all possible actions to collect/ recover as much as possible of outstanding debt
• Technical|Collections Sales and Negotiation Skills|Intermediate.
• Ability to sell a debt remedy and negotiate a repayment
• Technical| Computer Literacy/System Knowledge of Sales Applications\ Intermediate
• Is computer literate and demonstrated an understanding of the systems and processes required to generate sales and close deals.
• Technical|Product Knowledge|Intermediate
• Demostrates the knowledge and understanding of relevant products, including features and benefits.

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

Knowledge and Skills

• Drive leads and service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees