Onboarding Support Specialist at Intelligent Debt Management

Job Description

• DebtBusters is currently seeking an Onboarding Support Specialist. This role supports the Sales department by assisting clients through a smooth onboarding experience, responding to client queries via calls and email.
• These queries may relate to payments, credit provider matters, or general onboarding concerns. The successful candidate will work closely with the Financial Consulting and Negotiations department to ensure a seamless handover and positive client journey.
• A strong focus will be placed on proactive client engagement, especially in situations where early intervention can support client retention. As part of this role, the specialist will often handle sensitive cases and high-priority clients, where discretion, professionalism, and service excellence are key.
• We are looking for someone who is solutions-driven, a confident communicator, and highly efficient. Attention to detail and the ability to manage multiple tasks while maintaining a high standard of accuracy will be essential to success in this role.

Key Responsibilities:

Resolving typical client queries over the telephone and/or email that relate to:

• Debt Counselling
• The National Credit Act
• Payment and debit order queries
• Retention queries
• Credit provider queries received from clients.
• Receiving queries from the Sales team and calling the client immediately to resolve the query telephonically. If telephonic contact is not possible, revert to email response to try to assist the client with their query.
• Measured on accuracy and speed of query resolution.

Minimum Requirements:

• Must have tertiary education in the Finance/business field
• Client service experience or query management is advantageous
• Financial Acumen
• Excellent client service skills
• Good understanding of financial services industry
• Willingness to work shifts
• Criminal record clear

Key Competencies:

• Strong problem-solving abilities and a solutions-driven mindset
• Urgency to attend to client queries and resolve them
• Excellent verbal and written communication skills
• Excellent listener
• Excellent time management
• Analytical
• Ability to work well in a team environment
• Financial acumen
• High levels of honesty, accountability, and integrity