Job Opportunities at Tenacity Financial Services

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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Performance 

• Achieve agreed upon targets and outcomes as directed by management within schedule
• Reach out to customers through cold calling of pre-qualified leads to promote and sell private label card account; and/or process customer initiated accounts
• Apply solid objection handling techniques to prospective pre-qualified customers
• Conduct outbound calls to obtain relevant missing information from customers for branch applications; and / or resolve Sales related queries escalated from Customer Service
• Capture all relevant information from all application channels accurately and timeously
• Establish, develop and maintain positive business and customer relationships during calls
• Achieve customer satisfaction at all times
• Action customer instructions in an efficient and timeous manner
• Action administrative requirements related to customer account management

Qaulity Assurance 

• Ensure quality and accuracy - meet the standard of 95% and above
• Adhere to call scripting
• Open customer accounts by recording account information accurately on the CRM

Administration 

• Ensure all leave transactions are 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 e.g. Absence Management, House Rules, Disciplinary Policy as set out by the business

Ad-hoc

• Contribute to team efforts by accomplishing related target/results as contracted
• Action any other instruction by Management from time to time

Requirements

Experience 

• Minimum 1 year sales experience within a Call Centre environment

Qaulification

• Grade 12 or NQF Level 4

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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

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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