Current Vacancies at Intelligent Debt Management

DebtBusters is currently seeking a Sales Client Query Agent. The successful candidate will be responsible for supporting the Sales department by responding (through calls and email) to typical client queries to assist clients in a smooth onboarding process. The queries will include payment related, retention-related, and credit-provider-oriented client queries and this candidate will support the Financial Consulting department. The candidate must be solutions-driven, a good communicator, highly efficient, and detail-orientated. They should aim to achieve excellent client service while aiming to resolve client queries accurately and efficiently.

Key Responsibilities:

Resolving typical client queries over the telephone and/or email that relate to:

• Debt counselling
• The National Credit Act
• Payment and debit order queries
• Retention queries
• Credit provider queries received from clients

This agent will be receiving queries from the Sales team and will be required to call the client immediately to resolve the query telephonically. If telephonic contact is not possible, the agent will revert to email response to try to assist the client with their query.

The agent will be measured on accuracy and speed of query resolution.

Minimum Requirements:

• Must have tertiary education in the Finance/business field
• Client service experience or query management is advantageous
• Financial Acumen
• Excellent client service skills
• Good understanding of financial services industry
• Willingness to work shifts
• Criminal clear
• Credit clear

Key Competencies:

• Problem solver
• Urgency to attend to client queries and resolve them
• Excellent verbal and written communication skills
• Excellent listener
• Excellent time management
• Analytical
• Ability to work well in a team environment
• Financial acumen
• High levels of honesty, accountability and integrity

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• As part of our exciting growth, we are currently seeking a Client Service and Retention Team Leader. The successful candidate will manage a team of Client Service and Retention Consultants, will be part of the Leadership team, and will report directly to the Client Service Manager. The candidate must be highly efficient, energetic, motivated, and ambitious.

Key Performance Areas (subject to change in the future):

• Client satisfaction ratios
• Consistent focus on First Call Resolution
• Ensuring work, task quality and integrity is maintained and continuously improved
• Client query response times and Maintaining Service Level Agreements
• Ensuring acceptable talk time and phone availability levels
• Client retention and increasing average client tenure

Key Responsibilities:

• Coaches the team to ensure quality of delivery meets the appropriate standard
• Analyzing team metrics and performance to drive continuous customer improvement

• Ensure team members are achieving their daily KPIs
• Conducting regular coaching and one-on-ones to ensure that all consultants have the necessary tools, resources, skills, and knowledge to manage their assigned client portfolio effectively
• Conducting and maintaining quality checks and standards within their relevant teams
• Dealing with elevated queries/problems
• Creates an environment that fosters teamwork and co-operation amongst team members
• Ensuring continual communication between management and staff
• Adhere to and enforce internal policies

Key Requirements:

• Tertiary qualification advantageous
• Contact Centre Leadership experience advantageous
• Passed DC exam advantageous
• Excellent client service skills
• Excellent communication skills, both verbal and written, to effectively communicate with team members, customers, and internal teams
• Understanding of financial services industry
• Strong analytical skills and the ability to use data to drive performance and improve processes

Key Competencies

• Ability to lead and motivate a team
• Strategic thinking and planning
• Analytically minded with advanced excel skills
• Effectively do reports and presentations
• Excellent communication and training skills
• High attention to detail with the ability to investigative and problem-solving skills
• Excellent time management
• Ability to prioritize and multitask
• High levels of honesty, accountability and integrity

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The IDM Group is looking for a BI data visualisation analyst who will be responsible for managing and overseeing the implementation and customization of dashboards, wallboards and presentations in various areas of the business. The successful candidate will form part of the BI team.

This individual will be responsible for reviewing the existing visual presentations of data and optimizing them for insights and performance across the various business areas. A strong understanding of data and how to derive insights to tell a visual story of the data is critical to the success of the role.

Key responsibilities:

• Set up data visualisation processes and controls for building different displays
• Work with the data team to streamline performance of wallboards and dashboards by using ETL or streaming functions to deliver the data
• Actively engage with the various business owners to define and execute data requirements.
• Assist junior BI analysts in growing this capability within the team

Key requirements and qualifications:

• Minimum 1-year experience in data analysis preferably in an environment reliant on real time data decisions
• A university degree; preferably in Statistics, Computer Science or Informatics
• Very good knowledge of MS SQL server, and/or PostgreSQL
• Very good knowledge of BI tools such as YellowfinBI or PowerBI

Key competencies

• Results-driven with a focus on quality and client service;
• Outstanding analytical and conceptual skills and the ability to problem-solve in complex environments
• Honest, responsible, accountable, and live the IDM values
• Excellent verbal and written skills
• Planning, prioritizing, organizing, and resource management
• Attention to detail with a focus on accuracy
• Managing and decision-making abilities, as well as team coordination
• Building effective working relationships on all levels within the organisation