Current Opportunities at Tenacity Financial Services

JOB PURPOSE

• The main purpose of the role is to telephonically contact delinquent/arrear customers to make a suitable payment arrangement to achieve the business objectives.

Inbound SLA and work queues

• Dealing with both Inbound Calls within the guidelines of the set legal framework
• Dealing with both Inbound SMS's within the guidelines of the set legal framework
• Dealing with both Inbound Emails within the guidelines of the set legal framework
• Achieve daily targets and monthly KPA targets

Payment Negotiations

• Negotiate payments from customers following the call script within SLA parameters
• Advising customers of their arrear status and making suitable payment arrangements within the set guidelines to achieve a payment target
• To rehabilitate and educate customers with regards to their payment profile
• Prevent account roll forward, reduce account balance in the respective service

Customer Service

• To advise customers on product, legislative and account related queries
• Ensure that a polite, friendly, efficient and professional service is provided
• To achieve customer satisfaction at all times
• To action customer instructions in an efficient and timeous manner
• To action administrative requirements related to customer account management

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Requirements

• Must have a Senior Certificate – Grade 12
• Must have at least 12 months collections experience in the call centre environment
• Good command of the English and an additional language
• Understanding of the Retail Credit Account Management business
• Strong problem solving and negotiation skills
• Strong communication (both verbal and written) and customer service skills
• Ability to work in a highly competitive and dynamic environment
• Must be numerate and have strong attention to detail
• Computer literacy; must be efficient, Account Management Debtor Systems
• Available to work shifts and alternate Saturdays

Personality Attributes:

• Enthusiastic
• Dynamic
• Driven & Goal orientated
• Flexible
• Take ownership of tasks
• Self motivated
• Shows initiative
• Enjoys a challenge
• Thinks outside the box

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Description

• The main purpose of the role is to ensure that the departmental fraud prevention objectives are met. To manage, mitigate and prevent any fraudulent activity by being vigilant, meticulous and attentive. You will be required to deliver superior client services.

Applications, Faxes and Emails

• Detect and minimize fraudulent account activity
• Timeously working disputes to meet statutory requirements
• Create fraud awareness both internally and with Customers
• Conduct Fraud trend analysis and identifying areas that could present a risk to our organization
• Experience of delivery and good performance within areas of accountability (application of knowledge & skill)

Inbound SLA and work queues

• Manage Inbound/Outbound calls to ensure service levels are adhered to

Fraud Investigation

• Engage with relevant stakeholders during the investigation process, which include internal and external staff, management, as well as SAPS

Administration

• Document management via multiple channels
• Action any Adhoc responsibilities as provided by Team Manager: Prioritise daily, weekly and monthly tasks
• Ensure all leave transactions is captured on ESS
• Ensure all overtime is submitted to Team Manager timeously

Adherence

• Adhere to workforce schedule i.e. lunch and body breaks
• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Requirements

Experience 

• Must have at least 12 months experience in the call centre environment
• Minimum of 2 years’ experience of working in a Fraud department
• Minimum of 2 years’ experience in the interpretation of fraud analytics

Qaulification 

• Grade 12
• Fraud Qualification advantageous

Functional Knowledge and Skills 

• Software: MS Word, Advanced MS Excel, MS Outlook
• Excellent verbal & written communication skills
• Knowledge of contact centre systems and processes
• Understanding of Fraud prevention
• Ability to make defined and discretionary decisions: Make a decision by applying technical and procedural knowledge to a given situations

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MAIN PURPOSE OF THE JOB:

• To maintain the quality assurance processes within the Call Centre to ensure that all areas of quality are monitored including methods representing the brand via email, fax and telephone communication
• To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes
• Assist the training department where required to support the overall Quality assurance process
• To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management

KEY ACCOUNTABILITIES:

• Perform quality assessments, Agent coaching (where required) and inform Team Managers and Management of findings
• Participate in the design of quality assurance formats and quality standards
• Use quality monitoring data to report quality performance at team and individual level
• Provide coaching feedback to Agents on quality assurance outputs
• Provide feedback to Team Managers and Managers on the coaching
• To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs enabling the delivery of superior customer service within SLA targets for Operations areas
• Assist Compliance with interaction monitoring for compliance related items

Requirements

Technical and Functional Knowledge and Skills:

• Fluency in Zulu, Xhosa or Tswana is a requirement 
• Understanding of the Retail Credit Account Management business
• Strong communication (both verbal and written) and customer service skills
• Computer literate
• Ability to work in a highly competitive and dynamic environment
• Efficient in Microsoft Office

Essential Qualifications and Experience:

• Must have a Senior Certificate – Grade 12
• Exposure to the QA environment will be advantages
• Must be numerate and have strong attention to detail

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• To manage the daily activities and driving the performance of the Confirmations team who process customer supporting documentation in order to finalise applications and credit limit increases.  

Manage daily operations:

• Ensure all employees comply with policies and procedures to limit risk to the business and end customer
• Ensure Quality standards are achieved within agreed SLA
• Drive activations in line with budget
• Manage the processing of supporting documentation within the turnaround time commitments to affinities
• Submit all daily queue reports
• Ensure management controls and reporting are in place to provide appropriate visibility of teams performance both at a process and people level

Coaching and mentoring of team:

• Identify training needs and ensure adequate training and coaching takes place
• Weekly coaching sessions conducted with all agents and progress management
• Develop the team through motivation, counselling, coaching, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis

Team Administration:

• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Submit all daily attendance and adherences to workforce management
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll

Team performance, monitoring and reporting:

• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company’s Performance Improvement Policy

Resources & Capacity ( people & systems):

• Ensure that staffing is in line with demand to support turnaround time objectives (effective management of queues and staff adherences)
• Manage staffing forecasts and requirements
• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them

Requirements

• Grade 12
• Minimum of 2 years’ leadership experience
• Minimum of 2 years’ business support experience in a similar role and/or environment
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in leading and managing teams of at least 12 people
• Software: MS Word, MS Excel, MS Outlook, MS PowerPoint

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Main Activities:

• Dealing with both inbound and outbound calls
• To rehabilitate accounts in an efficient and professional manner
• To advise customers on product, legislative and account related queries
• To achieve customer satisfaction at all times
• To action customer instructions in an efficient and timorous manner
• To action administrative requirements related to customer account management

Requirements

• Must have a Senior Certificate – Grade 12
• Must have at least 12 months collections experience in the call centre environment
• Good command of the English and an additional language
• Understanding of the Retail Credit Account Management business
• Strong problem solving and negotiation skills
• Strong communication (both verbal and written) and customer service skills
• Ability to work in a highly competitive and dynamic environment
• Must be numerate and have strong attention to detail
• Computer literacy; must be efficient, Account Management Debtor Systems
• Available to work shifts and alternate Saturdays

Personality Attributes:

• Enthusiastic
• Dynamic
• Driven & Goal orientated
• Flexible
• Take ownership of tasks
• Self motivated
• Shows initiative
• Enjoys a challenge
• Thinks outside the box