Operations Consultant: Collections (Afrikaans Speaking) at Telesure
Telesure Investment Holdings · Dainfern, Gauteng
Overview
Telesure is looking for an Afrikaans speaking Operations Consultant to join their collections team in Dainfern, Gauteng. You will help retain customers by understanding their needs and offering solutions that keep them covered. If you have at least 2 years in a service or collections environment and enjoy working with people, this full time role could be a great fit. You will work on site at Auto and General Park.
About the role
Telesure Investment Holdings is hiring an Operations Consultant for their Collections team. In this role, you will focus on keeping customers happy and on board by providing excellent service over the phone and email. You will listen to customers, figure out what they really need, and offer solutions that work for them.
Your day to day will involve handling client complaints and queries within set timeframes, aiming to resolve issues on the first contact. You will also look into why policies are being cancelled and use retention strategies to keep customers from leaving. There is also admin work, like capturing customer information accurately and keeping records up to date.
You will need to follow company policies and regulations, and make sure you meet your performance targets. This is a great opportunity to build your career in financial services with a well known company.
Requirements
- Matric or Grade 12 or SAQA Accredited Equivalent is essential
- RE 5 is advantageous
- STI Qualification is advantageous
- FAIS recognized qualification is advantageous
- Class of Business Certification is advantageous
- CPD where relevant is advantageous
- At least 2 years experience in a Service, Collections or Retentions environment
- Complaint handling experience is advantageous
- Must be Afrikaans speaking
Responsibilities
- Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention
- Provide quality service to customers via telephone and email
- Determine the customer core need and conduct needs analyses to identify the most appropriate product offerings, including upselling
- Accurately identify the origin and reason for policy cancellations and apply effective retention strategies and tools
- Complete and keep up to date all required administration and accurately capture customer information across relevant systems
- Develop knowledge of the organization policies, procedures, and relevant regulatory codes to ensure work adheres to standards
- Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure
- Comply with service level agreements and internal procedures for cohesive relationships and timeous service delivery
- Prioritise own workflow and ensure work is completed to required standards of productivity, quality, and timeliness
- Use performance management systems to improve personal performance and KPIs
- Keep abreast of changes in internal policies and procedures
- Participate in assessment and development planning activities, formal and informal training and coaching
- Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education
Job details
- Organisation
- Telesure Investment Holdings
- Location
- Dainfern, Gauteng
- Job type
- Full time
- Experience level
- Junior (2+ years)
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
If you are fluent in Afrikaans and enjoy helping customers, this role at Telesure could be a good step for you. Make sure your CV clearly shows your experience in collections, customer service or retentions, and highlight any complaint handling you have done. Since you will be working with customers who may be cancelling their policies, show that you are patient, persuasive and solutions focused. During the interview, be ready to talk about how you have kept customers happy in the past. The job is based on site in Dainfern, so check your travel arrangements. It is also useful to mention any relevant qualifications like RE 5 or FAIS, even if they are just advantageous. Good luck with your application.
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