We are an innovative, consumer-facing fintech specialising in providing fast loans, affordable insurance products and value-added services to our rapidly growing customer base. We are obsessed with customer experience, innovation and building great tech in our pursuit of delivering on our vision to be our customers’ favourite digital financial services provider.
Job Description
Purpose
The ideal candidate for this role will be responsible for providing an effective, efficient and value adding support function to the Debt Review department.
Their role will consist of investigating existing accounts, based on allegations received Externally, with the aim to provide an outcome that does not negatively impact the image of the business.
They will investigate allegations of reckless lending in a timeous, professional manner that maintains the company’s image and brand and does not discredit the business in any manner.
They will make decisions based on their findings, by following their workflow process and all clerks to ensure their responses are verified by the team leader or manager, before replying to any 3rd party.
They will perform any function as instructed by the team leaders or manager-which is deemed reasonable and within bounds.
Key Performance Areas
Meet department objectives by achieving performance metrics (targets) set
Focus on achieving all departmental goals, targets & objectives set by the department manager:
Scope of metric subjective to change, based on changes in environment and department.
Service Level agreements
One call resolution
Key workflow outcomes
Due diligence
Write off process
Meet operational and quality efficiencies
Review customer affordability and application process
Provide a telephonic and/electronic service with external and internal stakeholders to resolve customer /3rd party complaints
Follow company policy and procedures to ensure quality service delivery and customer satisfaction
Protecting the interest of the business
Ensure that the Debt Review workflow process is executed from start to finish in line with the Debt Review Policy Framework as determined by the company / department
Provide a comprehensive support function to the Debt Review Department
Capture all required data in order to ensure all systems are up to date and accurate
Ensure all documents are completed, signed and approved within the required timeframes
Complete daily workflow received from team leader within the specified timelines
Ensure workflow buckets are completed daily to ensure no build-up of outstanding tasks.
3rd party, Internal and external stakeholders
- Liaising with Internal Stakeholders to enable query resolution
- Continuously build and maintain relationships with internal and external stakeholders by acting as a brand ambassador for the Group
- Always ensure that clear and professional communication takes place between all relevant stakeholders
- Verify and confirm all details of 3rd party, who acts on behalf of client
- Verify complainant details before any query resolution or divulging personal information
- Liaise with the credit ombudsman, national credit regulator or debt counsellor to resolve customers complaint
- Continuously work towards improving experience and service delivery between ourselves, 3rd party, debt counsellor and customer alike
Reporting
- Monitor and report on agreed standards as per SLA
- Provide accurate reports in line with the departments requirements
- Ensure reporting is a true and accurate reflection of work completed
- Complete, daily, weekly, monthly reporting-accurately and timeously
Job Requirements
Qualifications & Accreditations
- Grade 12 / Matric or Equivalent
- Minimum of 1 year experience in Debt Review or compliance management
- Knowledge and understanding of the Debt Collectors Act, the NCA and the Debt Review Process
- Effective communication skills (verbal and written)