Current Opportunities at Tenacity Financial Services

Description

• To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in professional and customer centric manner.

Key Responsibilities 

Query Handling

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels
• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Provide a professional customer experience and satisfaction at all times
• Action administrative requirements related to customer account management accurately

Service Level

• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
• Promptly escalate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance 

• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant

Adherence 

• Adhere to workforce schedule i.e. start and end time, lunch and body breaks
• Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
• Action any other instruction from management

Requirements

Experience

• Minimum 1 year Customer Service / Contact Centre experience
• Minimum typing speed of 35 word per minute and 95% accuracy

Qualification 

• Grade 12 or NQF Level 4

Functional Knowledge and Skills

• Experience/knowledge of retail account assistance services advantageous
• Strong verbal & written communication skills
• High problem solving skills and ability to work under pressure
• Ability to show empathy and handle customers sensitively
• Ability to be flexible and display strong adaptability skills
• Strong interpersonal skills and experience
• Time & self-management skills with the ability to multi-task, organise and prioritise
• Knowledge of contact centre and customer support functions / services

go to method of application »

Description

• To manage the daily activities and driving the performance of the Debt Review team to ensure business objectives are met. Manage all functions of the Specialised Collections Department including Debt Review, Accounts under Administration, Consolidation, missing payments and Hardship Benefits. To perform end to end administrative functions across the Debt Review & Hardship Benefits portfolios.

Manage daily operations

• Ensure that day to day objectives is concluded from cradle to grave in terms of National Credit Act and debt review process
• Implement and manage effective systems and practices to ensure the agents achieve their individual targets
• Continuously analyse and interpret data to identify optimisation opportunities, gaps and risks to the EDC Relationship Manager
• Ensure compliance to all policy & procedures
• Achieve SLAs and department KPI measures
• Achieve targets as agreed and set out daily, weekly, monthly and annually
• Resolve all internal queries including NCR, Ombudsman, Hello Peter and Bureau disputes
• Manage reckless lending allegations and provide evidence in support of the allegations
• Ensure that checks on conducted on block code report for debt review and hardships by doing regular audits and to ensure the process is followed. Block Code Management Execution
• Submit Hardship Benefits Claims to Finance
• Submit missing payments (Debt Review & Bank payments) to finance
• Detect and escalate fraud and misrepresentation to the fraud department and management team
• Provide visible and clear leadership to the team promoting a culture of high performance standards and customer centricity
• Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
• Research and propose improvements in the department (workplace, equipment, “tools”) to support productivity and a positive work environment
• Manage the effective use and application of workplace resources and tools
• Ensure 100% adherence to WFM schedules and participate in forecasting
• Analyse and interpret information and ensure daily, weekly and monthly monitoring of relevant key performance indicators
• Operationalise all payroll related activity
• Management of overtime/special time/waybill related activity
• Action any ad-hoc requirements

Reporting

• Monthly reporting on the Debt Review book growth
• Monthly Debt Counsellor and Payment Distribution Agency consultation and feedback
• Conduct daily, weekly & monthly reporting on Debt Review Payments Yield
• Conduct daily, weekly & monthly Reporting  on Debt Review Book Status

Coaching and mentoring of team 

• Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
• Identify development needs within the team and ensure adequate coaching takes place to address the needs
• Develop the team through motivation, 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. 
• Ensure all leave transactions is processed on Sage
• Management of waybill and overtime/special time to payroll
• Manage the termination process for employees leaving the business

Team performance, monitoring and reporting

• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team and submit scores on Sage
• Address any underperformance in line with the Company's Performance Improvement Policy

Resources & Capacity (people & systems)

• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them

Requirements

• Minimum of 7 years Call Centre experience
• 4 years’ experience in a similar role 
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in leading and managing teams of at least 15 people
• Debt Review document flow and inbound line experience
• Sound knowledge of National Credit Act, especially the Debt Review section
• Knowledge of the claims process for Hardship Benefits Accounts

go to method of application »

• Grab this opportunity where you will be given the chance to study and work AT THE SAME TIME! We are offering a 15-month Learnership programme where successful applicants will attend classroom-based training combined with practical on-the-job work experience in our Collections team to obtain a nationally recognised qualification in Contact Centre Operations (NQF level 4)
• In addition to a qualification combined with relevant work experience, the successful applicant will also gain business, personal and technical call centre skills which they can use across the business and throughout their career journey.

Preference will be given to Employment Equity & Disabled candidates in line with Tenacity’s transformation targets.

Call Centre Learners will be required to:

• Attend the required training interventions and successfully complete the competency assessments
• Meet all the requirements for the successful completion of the Call Centre Operations certificate
• Submit a Portfolio of Evidence
• Be an active and contributing member of the Collections team, by servicing our customers.

Requirements

Key responsibilities of the role:

• Resolve and action Collections queries via telephone to meet the Collections objectives of the business
• Rehabilitate accounts in an efficient and professional manner
• Achieve great customer experience and satisfaction at all times
• From time to time, action any ad-hoc instruction given by team leaders

Skills, Abilities and Job Related Knowledge:

• Strong problem solving and negotiation skills
• Customer service orientated
• Accuracy and attention to detail
• Numeracy
• Literacy
• Highly motivated and high energy levels
• Computer literate
• Ability to work independently as well as to display teamwork
• Self-monitoring, personal time/management & self-discipline
• Learning agility & adaptability
• Take ownership of tasks and targets

To apply for this opportunity you  will need the following:

• Minimum Grade 12
• Be currently unemployed
• A positive attitude
• Commitment to spending 15 months on the learnership programme with Tenacity
• A strong work ethic
• Ability to work shifts / weekends
• Should not be currently studying or plan to study for the duration of the programme- full/part time
• Not have taken part in a learnership or skills programme in the last 12 months

go to method of application »

Description

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

Requirements

Main Activities:

Outbound SLA and work queues

• Servicing outbound calls effectively
• Achieve daily collections targets and monthly KPA targets

Payment Negotiations

•  Effective negotiation to ensure account rehabilitation in an efficient and professional manner
• Prevent account roll forward, reduce account balance in the respective service

Customer Service

• 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 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

Qualification:

• Must have a Senior Certificate – Grade 12

Experience:

• Must have at least 2 years collections experience in the call centre environment

Functional Knowledge and Skills:

• Software: Must be efficient in Account Management Debtor Systems
• Excellent verbal & written communication skills
• Strong problem solving and negotiation skills
• Understanding of the Retail Credit Account Management business
• Ability to work in a highly competitive and dynamic environment