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Founded in April 2004, Intelligent Debt Management (IDM Group), has established itself as South Africa’s leading and largest debt management company. IDM operates from a centralised office in Cape Town, South Africa, from which more than 350 employees service clients nationally. IDM offers comprehensive advice and a host of highly effective debt relief...
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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Summary:
We are looking for intelligent and motivated graduates to join our Onboarding team as Financial Assessors, ultimately progressing into the Financial Consultant role within 6-12 months. As a Financial Assessor, you’ll contact consumers who need financial assistance and have expressed their interest in our services. First, you will gather their information and then you’ll provide them with a initial/light assessment of their financial position and educate them about the ways in which we can help them with our solutions.
You will need to be a quick-thinking and decisive individual who can manage client expectations and answer their questions in a timely and informative manner. As a Financial Assessor, you’ll be the first point of contact in a client’s debt management journey which makes you an important ambassador for the brand, and a significant part of our solution funnel. So, you’ll have to come with energy, friendliness, and professionalism.
In addition, you’ll be using our systems to connect with clients and transfer them to the next stage in our process (Financial Consultants) – so being tech savvy will be beneficial.
Financial Assessors are a key part of our consumers’ journey. We’ll provide extensive induction and role specific training to you, to ensure that you’re fully prepared for the challenge.
What makes this role even better, is that there are many opportunities to grow. Should you find yourself being a top performer, there is great potential for you to join our Financial Consulting team, where you can make an even greater impact on the lives of consumers.
Skills and Competencies we are looking for:
- Driven and goal oriented.
- Adaptability, resourcefulness, and organisation skills.
- Assertiveness and empathy.
- Active listening and good time-management skills.
Responsibilities:
- Contact clients who have made enquiries with the company to gather information about their financial situation.
- Assessing client financial information to determine their financial position.
- Make outbound calls to potential clients.
- Manage consumer engagements on our various platforms and/or Outbound Channels.
- Provide excellent customer service and manage client expectations accordingly.
- Transfer eligible consumers to our expert Financial Consulting team to complete a thorough assessment.
Requirements:
- Bachelor's degree/National Diploma.
- Computer Literate.
- Excellent communication skills, both written and verbal.
- Motivated to grow into the Financial Consulting team.
- Experience in a customer service or previous sales role will be advantageous.
- Problem-solving skills.
- Proficient in Microsoft Office would be advantageous.
- Ability to work independently and as part of a team.
- Growth mindset and a desire to learn.
Benefits:
- Competitive salary and benefits package.
- Opportunity to work with a talented team of professionals.
- Chance to make a real difference in the lives of our clients.
- Opportunity to grow and develop your career.
- Access to bursaries to further your studies.
- Short courses to advance your career within IDM.
- Medical & Retirement Annuity Benefits and more.
- Half a day off for your birthday.
- Company Transportation provided when applicable.
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Job Description
The IDM Group is looking for a PBX Technician whose primary responsibility for this position is to provide system-level support of multi-user applications, hardware and software tools, including installation, configuration, maintenance, and support of IDM’s call systems. Identify alternatives for optimizing of Call processes.
Responsibilities:
- Analyze and evaluate call routing and flow.
- Plan, install, configure, troubleshoot, maintain and upgrade of Call system.
- Prepare detailed documentation outlining systems capabilities and processes.
- Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between other systems and the PBX.
- Understanding of VOIP systems.
- Write and maintain system documentation.
- Experience with SIP management and PBX.
- Document call system problems and resolutions for knowledge management.
- Responsible for logging and tracking of errors/enhancements to Vendors.
- Analysis, escalation and follow up of technical incidents.
- Interacting extensively within departments.
- Manage and maintain security of system at all levels business units, security roles, access etc.
- Work with the IT OPS and Development teams to optimize maintenance and administrative processes
Skills and experience required:
- Above average communication skills (written & verbal).
- Experience with 3cx, Wireshark or similar system experience advantageous.
- Confident & enthusiastic with an ability to adapt to a changing environment.
- IT support experience an advantage.
- 2+ years' experience in Pbx administration.
- Experience in application implementations, as well as application deployment and/or distributed system implementation.
- Experience in handling call data and reporting.
- Ability to setup and maintain call queues, ring groups and VADs
Key competencies
- Excels at problem solving/analysis
- Is able to learn new technologies quickly and easily
- Communicates effectively
- Effectively manages your time and competing deliverables
- Enjoys and excels at being part of a team and fostering teamwork
- Demonstrates initiative and drive to pursue and achieve goals
- Delivers exceptional customer service
- Honest, accountable and live the IDM values
- Excellent verbal skills
- Ability to prioritize requests and plan accordingly
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