Operations Consultant: Collections at Telesure Investment Holdings (TIH)

JOB PURPOSE

Administration of Non Collections premiums and servicing our customers with the aim of retaining a prolonged relationship of our value added products offering, in line with the organization’s growth, profitability and sustainability strategy.

RESPONSIBILITIES

• Customer Service & Correspondence Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems. Service customers through handing all telephony (inbound and outbound) on, non-payment of premiums, cancellations and other relevant tasks pertaining to value added products to ensure effective resolution in the most cost-effective way. Manage effective premium collections on multiple risks. Responsible for contacting customers according to specified campaigns and scripts to facilitate an effective non-payment collections process and to educate them regarding products and services as well as the importance of paying their premiums. Investigate and resolve complaints regarding incorrect premium collection attempts.

Customer Management

• Help manage customer by carrying out standard activities and providing support to others. Respond professionally to customer complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide appropriate and timorous solutions to customer problems and queries or escalate where necessary to ensure customer satisfaction and retention. Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.

Service-Related Upselling and Cross-selling

• During service interactions, present additional products/services that could benefit the customer and provides quality service whilst doing so.

Customer Needs Clarification

• Review customer policy to clarify the customer's requirements. Collect customer requirements making detailed notes and adapt first call resolution strategy. Accurately identify the origin and reason for policy cancellations (or cancelled policies) and apply effective and relative retention strategies and tools in order to retain customers.

Document Management

• Extract relevant data from information provided by departmental systems, and input it into spreadsheets or standard formats. Ensure that the correct, banking details and deduction dates are obtained and captured in order to ensure successful premium collection. Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop, maintain and enhance product system knowledge, an understanding of relevant technology, external regulation, and industry best practices through ongoing education, training workshops and reading specialist media.

Requirements

EDUCATION

• General Education Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination 5 (Essential); FAIS recognized qualification (Advantageous)

EXPERIENCE

• General Experience 2 or more years’ experience in a Sales /Collections / Retentions environment (Essential)