Openings Available at IIE MSA and IIE Varsity College

Duties and Responsibilities:

Student Registration and Academic Progression Counselling

• Facilitates consultations with students in cases where a change is required to their current registration contract, e.g. this could be for students who wish for change within a semester, between semesters or between years of study.
• Works with the Admission Centre to understand different curriculum scenarios (e.g. phase-in and phase-out- etc.) to ensure that student is advised correctly.
• Supports the Senior Customer Relations Officer, Campus Deputy Head and/ or Head: Academic Operations in co-ordinating the Retention Project on campus. 
• Active Student Engagement and Support
• Delivers the academic orientation programme for new and returning students by means of the programme information presentations, on overview of pertinent academic policies and an outline of the academic year etc. 
• Manage the dissemination of policies (new and updates).
• Attends informal meet-and-greet sessions with students.
• Facilitates Programme information Session by addressing students in class with a view to explain and induction the students on the relevant policies and procedures that govern student life on campus.
• Facilitates follow-up Programme information Sessions by way of email broadcasts that occur throughout the year and that drip feed policy and procedure related information to the students as is deemed necessary by the Academic Operations Department.
• Conducts periodical class visits to canvas student concerns and share relevant information. 
• Provides assignment submission support with regards to the correct anti-plagiarism tool applicable to the respective programme.

Student Query Resolution

• Resolves student queries via the appropriate channel/s within a committed time frame in line with the agreed Service Level Agreement for the Customer Relations Centre and escalates queries to the Senior Customer Relations Officer where appropriate.
• Captures details of all student contact made by the Customer Relations Centre on the academic system.
• Provides various letters/documents that are generated from the academic system on request by students.
• Assists with unresolved queries from The Students HUB and escalates queries to the Senior Customer Relations Officer where quires require further attention.
• Assists with the roll out of all relevant customer related surveys.

Cross Departmental Query Resolution 

• Liaises with various departments on campus to stay up-to-date with any relevant changes or developments in those departments in order to enable the smooth processing of student queries.

Team Support, General & System Administration

• Responsible for ensuring all students notes are captured in the academic System. 
• Maintains a good knowledge of products and policies in order to ensure that students are advised correctly. 
• Identifies and flags student query trends and escalates these identifies trends to the Senior Customer Officer where required.
• Supports other member of other Customer Relations Centre team to ensure and drive the efficient resolution of student queries.
• Complies with The Protection of the Personal Information Act (POPIA) legislation relevant to the Customer Relations Centre.
• Supports and collaborates with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole. 

Competencies Required:

• Advanced Interpersonal and communication skills
• Computer proficiency
• Planning & time management skills
• Results driven and able to handle pressure
• Professionalism
• Empathy
• Customer service driven/focused
• Advanced administrative and organisational skills

Minimum Qualification Requirements:

• Minimum of a National Diploma/Advanced Certificate (NQF Level 6). Advanced Diploma or Degree (NQF Level 7) advantageous.

Minimum Work Experience Requirements:

• Minimum of 2 years administrative and customer service experience, and 1 year of operational management/ project management experience.      
• Customer Relations Officer Working Hours:

Centre Core Hours:

• Monday to Thursday: 07h00 to 18h30
• Friday: 07h00 to 17h00
• Saturday: 08h00 to 13h00

Shift Hours:

Shift 1:

• Monday to Thursday: 07h00 to 16h00
• Friday: 08h00 to 17h00

Shift 2:

• Monday to Thursday: 09h30 to 18h30
• Friday: 07h00 to 11h00
• Saturday: 08h00 to 13h00

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Duties and Responsibilities:  

Collections/Handover                                                                                                 

• Collections on outstanding accounts as per assigned aging. 
• Following protocol in line with Standard Operating Procedures when dealing with different aging buckets.       
• Receiving inbound calls/ ensuring outbound quality call quota is reached daily/weekly/monthly.  
• Meeting monthly collection targets and reducing portfolio risk.                
• Ensure that all payment plans are adhered to.                               
• Escalation and assistance of account related queries (Billing/statements/Payments).   
• Ensure all debit order returns are dealt with immediately and account payers are contacted to settle arrears and informed of rejection fee. First priority is to re-activate rejected debit order.
• Ensure follow-ups are done on PTP's (Promise to pay) made on specific dates.
• Manage holds on all accounts (current to be removed/arrears to be added).
• Ensure suspensions/Handover list are sent to CSCC/NSCC first to be checked before sign-off. Prepare handover pack in accordance with check-list and send to CSCC/NSCC for approval and upload.
• E-mails/Letters on overdue accounts must be sent at the appropriate time and in accordance with aging bucket.
• Detailed notes to be inserted on Excalibur for each account monthly as per assigned Age. Relevant contact information and debit order details if applicable must be confirmed and updated. 

Administrations/Customer Service                                                                                                     

• Prepare documents for adjustments/refunds/transfers/Bursaries/ payment plan changes for approval by Campus Senior Credit Controller/Natinal Senior Credit Controller and action once approved.
• Accurate processing of unallocated payments.                                             
• Work closely with the admissions team by preparing pro rata calculations on cancellations. 
• Credit balance investigations and updating status/notes on portal.        
• Assisting with administration functions as and when required.                        
• Handle account payer/student queries or compliants and provide appropriate solutions and alternatives. 
• Assisting and dealing with queries via FreshDesk (VC Assist) and walk-ins.
• Build sustainable relationships with internal and external stakeholders through open and interactive communication in-order to resolve outstanding account queries.
• Handle account payer/student queries or compliants and provide appropriate solutions and alternatives. 

Quality Management & Reporting                                                                                                       

• This will include the evaluation of all other KPA (Key Performance Area).
• Items such as quality of work, deadlines met, and query handling will be checked.
• Quality of e-mails, calls and letters sent will also be evaluated.                      
• Quality of notes and information saved in Excalibur. 
• Reports and documents prepared and sent to CSCC/NSCC.    

Competencies Required:                                                                                                         

• Knowledge of Full Function Credit Control. 
• Knowledge of Accounts Receivables/Debit Orders /Bank Statements.           
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external departments.
• Good Interpersonal skills/Customer Service driven.                                 
• Analytical and Problem solving skills.                                                     
• Sound numerical skills.                                                                                                  
• Best suited to a friendly, organised person who works accurately and is able to handle pressure.
• Honest, trustworthy and ethical.                                                                                                 
• Time management skills.
• Ability to produce basic reports using Microsoft Office.

Minimum Qualification Requirements:

• Minimum of Matric, Credit Management / Bookkeeping /Financial qualification advantageous.

Minimum Work Experience Requirements:

• Minimum of 2 years credit control experience.