Available Roles at Intelligent Debt Management

Key Responsibilities:

Quality Assurance Management

• Lead the QA team to ensure adherence to quality standards and regulatory requirements.
• Develop, implement, and maintain quality assurance policies, procedures, and guidelines.
• Monitor key performance indicators (KPIs) to evaluate the effectiveness of QA processes.
• Conduct regular audits, inspections, and assessments to identify gaps and recommend corrective actions.

NCR and Complaints Management

• Supervise the NCR Complaints team to ensure timely investigation and resolution of all complaints.
• Develop and maintain a robust complaint handling process to enhance customer satisfaction and operational efficiency.
• Analyse complaint trends and provide actionable insights to relevant stakeholders.
• Coordinate with cross-functional teams to implement preventive measures and reduce recurrence of issues.

Compliance Framework Implementation and Maintenance

• Assist in designing, implementing, and maintaining the Group Compliance Structure/Framework.
• Ensure the Organisation/Group complies with all relevant regulations, industry standards, and internal policies.
• Develop and maintain compliance policies, procedures, and documentation.
• Monitor and assess regulatory developments and advise on their impact on the organisation.

Executive Support

• Provide compliance-related insights, reports, and recommendations to the Executive team.
• Support strategic decision-making with compliance data and risk assessments.
• Act as a liaison between the Executive team and compliance-related functions.

Leadership and Team Management

• Provide strong leadership to the QA and NCR Complaints teams, fostering a culture of accountability, transparency, and continuous improvement.
• Set clear performance objectives and conduct regular performance reviews.
• Support the professional development and training needs of team members.

Training and Awareness

• Develop and deliver compliance training and /or communication for staff at all levels.
• Promote a culture of compliance and ethical business practices throughout the organisation.

Key Requirements:

• Bachelor’s degree in law, Business or a related field.
• Minimum 3-5 years' proven experience in a compliance management or related role.
• Strong knowledge of quality assurance processes, compliance frameworks, and regulatory requirements.
• Extensive knowledge of South African Legislation such as FICA, FAIS, NCA, POPI etc.
• Demonstrated ability to implement and maintain compliance structures and frameworks.
• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills, with the ability to provide actionable insights.
• Knowledge of the Financial Services Industry.

Key Competencies:

• Leadership and Team Management
• Strategic and Analytical Thinking
• Strong Attention to Detail
• Excellent Communication and Reporting Skills
• Adaptability and Problem-Solving
• High Ethical Standards and Integrity
• Confident decision making
• A strong customer service focus – Treating Customers Fairly (TCF)
• Considered an advantage:
• Certifications in compliance, risk and/or quality management (e.g., Diploma/ Certificate in Compliance Management).
• Affiliation to the Compliance Institute of South Africa.
• Experience working with cross-functional teams and senior leadership.
• Familiarity with compliance tools and digital technologies to enhance operational efficiency.

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What you can expect from your first year at IDM:

• Communication with clients you are helping on an ongoing basis (no face-to-face Client Service/Sales).
• Exposure to the biggest Financial Service Providers, including the big 5 banks
• Acquisition of expert knowledge of the National Consumer Act and Consumer rights.
• Opportunity to gain additional recognized qualifications and further study in the Financial Industry
• Operating from a professional office environment, equipped with everything you need for success
• Connection and networking with young, dynamic, and innovative co-workers.
• Possibility for amazing rewards and recognition
• Company benefits – Medical Aid, Retirement Annuity, Bursaries like a half day off on your birthday, subsidised lunches, and more.

Key Responsibilities:

• Resolving client queries dealing with:
• Debt counselling;
• Additional financial services/products;
• The National Credit Act;
• Short/non-payment queries;
• Payment and debit order queries;
• Balances;
• Credit reports.
• Effective referral of clients to other products/services such as insurance (life, credit, funeral), bank accounts, credit monitoring tools, and other products
• Driving towards achieving client retention, PDA collection, admin fee collection, query resolution turnaround times;
• Educating and referring clients to the Company self-service client portal;

Key Requirements

• 1 year Client Service Experience
• Diploma/Degree in Financial Services Industry advantageous
• Excellent Communications skills verbal and written
• Excellent Problem solving skills
• Criminal Clear

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Key Responsibilities:

• Financial Assessments - Assessing a client’s financial need/s and providing a tailored financial solution, including but not limited to:
• Assessing the client portfolio to provide a tailored solution that assists the client in improving and maintaining their credit status.
• Debt assessments.
• Affordability assessments.
• Budgeting assistance and guidance.
• Debt Counselling assessments.

Sales Solutions - Selling Kudough’s product suite to new and existing clients and upselling added benefits to existing clients (the right product for the client).

• Making outbound calls on various campaigns to promote the various Kudough benefits.
• Servicing inbound calls with opportunities to upsell once probation is complete.
• Identifying and understanding the customer needs in order to provide the best solution and experience for the client.
• Ensure accurate information is given to a client thereby providing a trustworthy customer experience and ensuring a high retention rate.
• Representing the partner brand and promoting the Kudough benefit to clients.
• Personal loan, store cards and loan consolidation offers.
• Insurance benefits.

Client Services and Retention – Promoting the benefits of the Kudough Financial Wellness platform and assisting in client retention.

• Handling both inbound, outbound calls and any other channels of communication from Kudough or partner clients.
• Assisting the client with their customer journey to achieve their goals.
• Rendering excellent client service by identifying clients’ financial needs.
• Providing an excellent client experience.
• Upselling Kudough products and services.

What’s in it for you?

• We offer full–time employment contracts with a 4-month probation period.
• You will be part of a vibrant team with significant growth and learning opportunities.
• As part of your learning and development, you will join a 2 to 3 week job readiness and Induction training program, prior to joining the team.

Additional benefits include:

• Commissions earnable provided Revenue and KPI targets are achieved.
• Adhoc incentives
• Rewards and Recognition programme: this includes incentives linked to KPIs achieved
• Working Hours: 8:00am to 4:30pm or 8:30am to 5:00pm Monday to Friday
• No work on public holidays or weekends (unless KPI targets not achieved)
• Opportunity for personal growth, development and stability

Other benefits after 6 months of employment include:

• AddaBit savings account contribution from the company
• Employee Careplan funded by the company

Key Requirements:

• Grade 12
• Minimum 1-years sales experience
• Fair understanding of financial services industry and economy
• Ability to independently resolve client questions and queries
• Collaborate effectively with others in fast changing environment
• Strong multitasking skills and ability to work under pressure
• Strong computer literacy
• Fair understanding of Credit Bureaus
• Work experience will be advantageous

Key Competencies:

• Financial acumen
• Excellent client services skills
• Highly articulate verbal communication skills
• Fast, accurate and competent written communication skills
• High attention to detail
• Excellent time management
• Pro-active problem solving and decision-making skills
• High levels of honesty, accountability and integrity
• Ability to multitask
• Ability to work in a team and individual basis
• Target driven and goal orientated
• Lives the Kudough Values
• Passion for helping people