Current Vacancies 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

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Description

The Team Manager: Middle Stage Collections is responsible for meeting the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision of operations and employee activities of the Collections Team.

Manage daily operations

• Develop and implement programs and procedures to improve collector and collecting productivity
• Manage measurement standards for the improvement of performance and operational effectiveness
• Resolves customer complaints and queries
• Ensures acceptable levels of delinquency and minimises write-offs by directing personal in the management of their queues
• Ensure correct collection procedures are followed and give direction to employees on what to do and how to improve
• Implement section goals and objectives
• Demonstrates continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer service
• Review delinquent accounts
• Manage staffing forecasts and WFM schedule requirements
• Identify potential fraud and manages special accounts
• To action administrative tasks

Coaching and mentoring of team

• Identify training needs and ensure adequate training and coaching takes place
• Upskill team in resolving escalated customer queries
• Develop the team through motivation, counselling, 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 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)

• 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

Qualification

• Grade 12

Experience

• A minimum of 5 years’ experience within the call centre environment
• 3 years’ experience in a similar role
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in leading and managing teams of at least 12 people

Functional Knowledge and Skills

• Knowledge and understanding of Collection processes and methodology
• Knowledge and understanding of the Retail Credit Account Management business
• Knowledge of the NCA as applicable to the collections environment
• Knowledge and understanding for the various legal processes pertaining to the Collections environment
• Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
• Efficient in MS Outlook, MS Word, MS Excel,
• Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment

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Description

Tenacity Financial Services is a dynamic and innovative financial services company committed to providing outstanding solutions to our clients. We are seeking a dedicated and results-driven Collections Agent to join our team. If you are passionate about helping customers resolve their financial obligations and possess excellent communication and negotiation skills, we want to hear from you!

As a Collections Agent at Tenacity Financial Services, you will be responsible for contacting customers who have overdue payments and working with them to secure payment arrangements. Your primary goal will be to recover outstanding balances while maintaining a positive customer experience.

Responsibilities:

• Contact customers with overdue accounts
• Negotiate payment plans and settlements in accordance with company policies.
• Provide exceptional customer service by addressing inquiries and concerns professionally and empathetically.
• Maintain accurate records of customer interactions and payment agreements.
• Monitor accounts to identify potential delinquencies and take proactive actions.
• Collaborate with internal teams to resolve customer issues and provide timely updates.
• Comply with all relevant laws and regulations governing debt collection practices.

Requirements

Minimum Requirements:

• Grade 12
• Clear criminal record
• Minimum of 6 months Collections experience in a Call Centre environment
• Strong communication and negotiation skills.
• Ability to work in a fast-paced environment and meet performance targets.
• Excellent problem-solving and interpersonal skills.
• Proficiency in using computer systems and data entry.
• Knowledge of debt collection laws and regulations is a plus.