Jobs at IMasFinance

Job Purpose:

To effectively design and implement business solutions that resolve business problems or needs and to further partake in operational and system maintenance support to resolve issues.

Job Outputs:

Change Management

• Compile an impact analysis on existing processes that include a feasibility and risk assessments.
• Involve appropriate stakeholders in the change process and ensure that the change impact is understood by all stakeholders.

Business Solution Identification

• Facilitate workshops with subject matter experts to define business processes and to capture the processes in line with the BPM Standard Operating Procedure.
• Compile a well-defined Business Requirement Specification that includes integration-, process-, application-, data- and technology requirements.

Solution Delivery

• Compile a Functional Requirement Specification based on the Business Requirement Specification that describes the requested behaviour of a system.
• Facilitate or participate in the compiling of test cases, User Acceptance testing and training of system users according to the Business Requirement Specification.

Solution Implementation

• Co-ordinates the operational process and implementation of the solution to the production environment, verify operating and user documentation, communicate changes to relevant stakeholders, compile user manuals and conduct training.

Operational Duties

• Provide user and system support and deliver solutions on requests for information or change in line with the demand management escalation process.

Qualifications:

• Grade 12 MS Office
• Qualification in IT preferential BA qualification

Experience:

Minimum of 5 year’s Business Analyst exposure in a financial services business environment.

Knowledge and Skills:

• Code 8 driver’s license
• Business Process Mapping certificate based on Business Process Mapping Notation standard is desirable
• Ability to liaise with stakeholders and manage expectations
• Must have business acumen, good communication, problem solving, planning and organizing, interpersonal, analytical, facilitation and client engagement skills
• Must be able to manage conflict and function effectively in a highly stressful environment Willingness to continuously enhance and develop skills

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Job Purpose:

To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach, and motivate a team of Contact Centre agents to deliver departmental KPI's, targets and objectives.

Job Outputs: 

• Design, implement and manage the query and dispute resolution processes.
• Evaluates and manages queries or disputes that require a more senior evaluation.
• Reports on agent, workforce, and quality performance
• Managing the agents and workforce requirements
• Training agents where required.
• Setting process and quality standards
• Evaluating service delivery against these standards
• Engaging with other business units where necessary to assist with great service delivery.

 Qualifications:

• Grade 12 with Mathematics and Accounting
• Call Centre qualification is an advantage.
• Credit Management or Debt Collection qualification is an advantage.

Experience:

• 3 years’ Operational Retention in Financing/Banking environment
• 3 years’ Operational Service & administrative support
• 2 Years Operational contact centre enviroment

Knowledge and Skills:

• Listening skills
• Communication skills
• Multi-lingual including English
• Excellent communication skills
• Assertiveness and negotiation skills
• Code 8 drivers’ license
• Computer literate (MS office & Excel)
• Sound knowledge of the applicable debt collection and legal proceed.

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Job Purpose:

Provide effective and efficient administrative functions to mitigate vehicle risk in the membership support department.

Job Outputs: 

• Engagement with members on Insurance confirmation.
• Ensuring replacement policies are in place.
• Capturing of insurance details on the Credit Ease system.
• Outbound calls to members to confirm insurance cover.
• Outstanding short term insurance demand letters.
• Perform document control.
• Day-today handling of inbound queries related to cancelation of insurance cover.
• Ensure all up to date documents are linked on the Credit Ease system.
• Request refunds where replacement policies are submitted.
• Act as first line support to all inbound calls related to insurance confirmation.
• Liaise direct with insurance companies on insurance confirmations.
• Handover of vehicle contracts with no insurance to the Legal team.
• Handover of vehicle contracts where the asset has been written off with no insurance cover or repudiated claims to the collections team.
• Maintain internal and external relationships including members, insurance companies, colleagues and management.
• Complete Individual Development Plan.
• Attend learning and development courses.
• Participate in peer and team learning initiatives.

Qualifications:

• Grade 12 with Mathematics and Accounting
• Call Centre qualification is an advantage
• Credit Management or Debt Collection qualification is an advantage.

Experience:

• 2 years’ call centre experience (inbound and/or outbound)
• 2 years’ debt collection experience

Knowledge and Skills:

• Listening skills
• Communication skills
• Multi-lingual including English
• Excellent communication skills
• Assertiveness and negotiation skills
• Code 8 drivers’ license
• Computer literate (MS office & Excel)
• Sound knowledge of the applicable debt collection and legal proceed