Digital Collections Messaging Coordinator (Outsourced and Evolution Finance) at Evolution Group (Pty) Ltd

Description

Traffic Planning & Campaign Execution

• Develop and execute a traffic plan for Outsourced and Evolution Finance, based on available stock and channel strategy.
• Implement agreed messaging strategies to maximize engagement
• Communication of traffic plan to internal stakeholders
• Test and deploy new message usages; make amendments to existing usages as necessary to improve channel engagement rates.
• Maintain quality control by ensuring all messaging aligns with compliance regulations, strategic objectives, and internal standards.
• Conduct regular audits of Outsourced and Evolution Finance communications platforms for compliance, quality assurance, and feature updates to enable continuous improvement.
• Document and set up of messaging experiments
• Champion use of other engagement channels to maximize customer engagement and gain cost efficiencies

Usage Creation and Maintenance

Monitoring and Reporting

• Track, analyze and report on messaging delivery and conversion rates as well as other key performance metrics for both Outsourced and Evolution Finance.
• Provide insights and trend analysis on messaging work/ traffic efficiency to support data-driven decision making.
• Provide regular updates on messaging and customer engagement performance to stakeholders.
• Monitor messaging platform SLAs to ensure they are within set internal standards.
• Manage messaging costs against budget and cost to collect
• Monitor and report on collections outcomes based on strategic decisions and experimentation. 
• Manage messaging costs against budget and cost to collect
• Monitor and report on collections outcomes based on strategic decisions and experimentation. 

Requirements

• Grade 12
• 2+ Years marketing/ communications experience
• in financial services, preferably debt collection.
• Relevant tertiary diploma or degree in marketing/ communications or related area and mathematics' is compulsory
• Experience working with communications campaigns  
• Good understanding of the Outsourced and Evolution Finance functional areas
• Excellent Excel skills essential
• Technical competence and expertise in platforms used by the business units to create and send customer engagements.
• Technical competence with SQL code to extract and analyze data.
• Application of critical and analytical thinking in analyzing messaging performance data against set strategy and deriving actionable insights
• Strong written and verbal communication skills
• High accuracy and attention to detail in managing campaign details
• Time management and organizational skills to ensure timeframe estimates are accurate and communicated with business stakeholders and delivered upon
• Maintain a positive and professional relationship when working with external and internal clients.