Company: Telesure Investment Holdings (TIH)
Industry: Insurance
Deadline: Not specified
Job Type: Full Time
Qualification: Matric
Experience: 1 year
Location: Gauteng
City: Johannesburg
Field: Customer Care
Job Title: Collections Consultant
Job Purpose
- Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Focus on customer premium collection and reinstatement. Has a solid knowledge of products and systems, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.
Responsibilities
Customer Needs Clarification
- Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.
Customer Service
- Provide a quality service to customers while identifying alternative collection opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
Customer Management
- Help manage customers by carrying out standard activities.
Operational Compliance
- Develop knowledge and understanding of the organisation’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure.
Personal Capability Building
- Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Performance Management
- Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI’s.
Data Collection & Analysis
- Extract relevant data from information provided by others.
Sell Customer Propositions
- Identify the products or services that best meet the customer’s stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.
Education
- Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)
Experience
- 1 year retentions experience(Essential); Experience in Financial Services Environment (Advantageous); Experience in collections environment (Advantageous).
