Contact Activation Administrator at Prodigy Finance

Why join Prodigy Finance

• Be a part of a pioneering global growth company
• Experience the excitement and learn from being part of an incredibly fast-growing young company. No kidding – exponential growth. Happening right now
• Be pivotal in scaling the business by identifying smart solutions and partners with tech at the heart of it
• Enjoy the agility and flexibility offered by a startup culture. A sociable, relaxed and friendly work environment (with a serious coffee culture where you can wear shorts to work)
• We will help you make your mark. Make a real impact on the business and experience a steep learning curve with huge opportunities to grow and develop
• Gain an inside perspective on the functioning of a venture-backed FinTech startup, backed by top VCs, learn day-to-day management and build functional expertise
• Build a platform that helps to make a very real difference in the world

What you will do in the role

The primary function of a Contact Activation Administrator is to manage processes around arrears borrowers directly, actively working the uncontactable and first-time delinquent portfolio, trace processes and ad hoc outbound call campaigns.

Specific responsibilities are to:

• Manage the early-, mid – and late stage delinquent accounts with regard to contactability and efficiently hand over communicative customers to the Case Management team
• Maintain required SLA’s and/or turnaround times on borrower communication/queries
• Manage arrears notifications and discussions through both one-on-one and volume communications processes using multiple channels
• Advise and educate borrowers on repayment options and consequences of non-payment
• Trace non-communicative borrowers using desktop trace and internal resources and liaise with outsourced tracer to locate borrowers
• Understand and advise borrowers on the best solutions and processes that would assist them in their current situation
• Hit targets in a fast paced, high volume and high quality customer services environment
• Ensure weekly tasks are completed

What you will be measured on

You’ll be measured on the following:

• Compliance with relevant regulatory requirements on collections processes
• Daily number of interactions with borrowers and the quality of these interactions
• Improvement in right party contact ratios in the delinquent portfolio

What you need to be great at

• Have an empathetic yet firm approach to dealing with high net worth individuals
• Strong attention to detail and administrative discipline
• Proven listening, empathy and communication skills
• Proven ability to remain calm under immense pressure
• Ability and willingness to deal directly with specific tasks and enquiries where required
• Advanced troubleshooting and multi-tasking skills
• Excellent interpersonal and communication skills, both verbal and written
• Ability to assess complex situations and use creativity to solve problems
• Proven ability to operate independently
• Self-assurance and a confident manner
• Have the ability to debate in a constructive manner and to challenge conventional wisdom

Who we are looking for; track record must haves

• Completed NQF Level 4
• Proven track record of tracing and establishing contact with non-communicative borrowers
• Experience in managing processes from beginning to execution and resolution
• Experience in dealing with customer facing processes under TCF principles