Specialist: Collection Support at Vodacom

Role Purpose:

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
• Infinity Services Partner Company is looking for a Collections Support Specialist. To assist the Business Unit in achieving its Key Performance Indicators (KPI) by ensuring that receivables within a defined collections portfolio are collected when due, within company Parameters, while ensuring that risk is mitigated

Your responsibilities will include:

Portfolio Management

• Proactive dispute resolution management for internal and external customers
• Constant follow up and weekly meetings with relevant stakeholders to resolve any outstanding escalations and service failures
• Consistent engagement with EHOD, fellow team members managers, service partners and other Infinity teams to ensure that all SLAs are met
• Receive, manage and resolve escalations
• Implement corrective measures to mitigate any collections escalations failures to negate recurrence
• Become a business partner to internal stake holders, by continuous and regular engagement
• Identify and make contact with key partners within external stakeholders to resolve any customer related service failures
• Assist in minimising churn and write off by resolving escalation expeditiously
• Supports the Collections Business Analyst and Business Process teams in the formulation of initiatives by determining problems based on heat maps generated from escalations and ensure that the processes are aligned
• Maintain SLAs as required by the business and stakeholders
• Identify the customers pains points, determine the impact those may have on the ability to deliver benefits, and recommends actions to mitigate risks where possible
• To ensure effective communication and liaison with all stakeholders
• To ensure that deliverables developed meet the business requirements and quality standards
• To assist in the maintenance, evaluation and optimisation of existing business processes
• To create reports and feedback to executive and line management.

Relationship Management

• Build strong relationships with key stakeholders to achieve reduction in impairment charge for Collections while maintaining strong client relations
• Engage stakeholders on a regular basis to address and resolve all operational issues
• Action all adhoc requests received from all Infinity Debt Collections Agencies and other business partners

Compliance and control

• Adherence to the relevant policies, laws and regulations; Report breaches in relevant Policies
• Ensure that all compliance requirements are met, i.e., SARB Regulations, Internal Audit, External Audit, Key control questionnaires, Certifications, Statutory reporting and disclosures.

The ideal candidate for this role will have:

• Matric
• 3-year diploma/degree, (IT / Business / engineering) (essential)
• 3+ years related Credit and Collections experience within the Consumer and Business Segments
• Ability to work within a team to achieve goals
• Undertaking or a desire to undertake further education to progress career.
• Telecoms industry experience would be advantageous.