Operations Consultant: Collections at Telesure Investment Holdings (TIH)

Introduction

• The Collections Consultants: Value Added Products – contributes to the organisational goals mainly through the administration of non-collections and retention of Value Added Product policies offered by the group in order to contribute to the growth, profitability and sustainability of the business.

Specification

• Servicing customers through handing all telephony (inbound and outbound) on, non-payment of premiums, cancelations and other relevant tasks pertaining to value added products to ensure effective resolution in the most cost-effective way.
• Responsible for contacting customers according to specified campaigns and scripts to facilitate an effective non-payment collections process and to educate them regarding products and services as well as the importance of paying their premiums.
• Persuades customers to take up products and services offered by the company and provides quality service whilst doing so. (Upselling and policy retention)
• Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution.
• To ensure that the correct, banking details and deduction dates are obtained and captured in order to ensure successful premium collection.
• Manage effective premium collections on multiple risks
• Investigate and resolve complaints regarding incorrect premium collection attempts
• Provide appropriate and timorous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention.
• Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.
• Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timorous service delivery.
• Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation.
• Accurately identify the origin and reason for policy cancellations (or cancelled policies) and apply effective and relative retention strategies and tools in order to retain customers.
• Deal professionally with all service providers and maintain good relations with stakeholders internally and externally.
• Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.

Requirements

• Matric or SAQA Equivalent Qualification
• RE & FAIS are a pre-requisite
• Multilingual consultant are preferable
• 2 years experience as a Collections Agent/Consultant