Job Openings at Tenacity Financial Services

Daily activities

• To action administrative duties related to hardship benefits administration
• Ensure accurate and timeous reporting on weekly activity and performance
• Ensure that all client queries are resolved promptly and professionally and be able to 3rd parties and escalate matters where necessary
• Managing and monitoring that current policies and procedures are followed and correctly implemented
• Monitoring business performance against service level and flagging potential issues
• Improve on delivery of work methods and procedures/processes
• Action the correct block codes to accounts that meet the criteria for hardship benefit claims
• Provide authoritative expertise and advice to internal and external stakeholders - based on analysis (RCA/complaints/enquiries)
• Provide support and assistance to all clients and 3rd parties ITO outstanding documents required to process claims

Administration 

• Ensure that the necessary communication is sent via email, fax or SMS to the parties involved

Adherence

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

Ad-Hoc

• Contributes to team effort by accomplishing related results as needed
• To action any other instruction by the Manager
• Assisting in the FoneYam Support  Portfolio from time to time as required 

Qualification

• Grade 12 or NQF Level 4

Experience

• 3 years’ Experience working in a  claims process environment within a contact centre
• Knowledge of claims processing (technical aspect) and substantial administrative experience

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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 and Outbound SLA and work queues

• Dealing with both inbound and outbound calls within the guidelines of the set legal framework
• Tracing uncontactable customers
• Achieve daily collections targets and monthly KPA targets

Payment Negotiations

• Negotiate payments from customers following the call script within dialler time
• 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

Experience

• Must have at least 18 months Collections experience in the call centre environment

Qualification

• Grade 12

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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
• Perform any ad hoc tasks as and when required

Requirements

Experience

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

Qualification 

• Grade 12 or NQF Level 4