Unpaid Debit Orders Agent at Liberty Group South Africa

Process

• Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
• Contribute to the provision of a comprehensive administrative service through the correct interpretation and application of procedures.
• Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• Deliver on service level agreements made with internal and external stakeholders that meet or exceed client expectations.
• Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
• Build and maintain contact with customers to promote organisational products and services.
• Provides correct factual information telephonically to retain the customer.
• Propose payment options available to customers to prevent the policy from going out of force.
• Provide the best financial options to existing Liberty customers with the aim of conserving business
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

• Results Orientation (Basic)

Technical Competencies

• Customer Understanding (Basic)
• Query resolution (Basic)
• Customer Liaison (Basic)
• Financial Systems Administration (Basic)
• Financial Acumen (Basic)
• Written Communication (Basic)
• Business Administration Skills (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Persuading and Influencing (Basic)
• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Resilience (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Customer Orientation (Basic)