Customer Communication<\/p>\n
\tConduct outbound calls and respond to customer requests within the determined SLA
\n\tAchieve the purpose of the call which is to secure a promise to pay for the rejected debit
\n\tRespond to incoming requests for payment arrangements and persuade our customers to make payment
\n\tExplain products and update customer details in computer system (CRM, DB & related systems)
\n\tProvide customers with product and service information via appropriate methods (email and by telephone call)
\n\tPolicy amendments and product upgrade\/ downgrades and dealing with related queries
\n\tMaintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers\u2019 needs
\n\tIdentify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
\n\tDocument customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
\n\tFollow-up on customer enquires not immediately resolved, within determined SLA\u2019s
\n\tResearch billing issues or misapplied payments within determined SLA\u2019s and respond to client
\n\tFollow and adhere to customer care processes, procedures and protocol
\n\tFocus on first call resolution as far as possible<\/p>\n
Process Improvement<\/p>\n
\tIdentify new business practices\/ processes that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
\n\tReport regularly to Team Manager on all activities relating to the role
\n\tRecognize, document and alert the Manager of trends in cases or queries
\n\tRecommend process improvements
\n\tOther duties as assigned from time to time<\/p>\n
Work collaboratively<\/p>\n
\tBuild a culture of respect and understanding across the organisation
\n\tRecognise outcomes which resulted from effective collaboration between teams
\n\tBuild cooperation and overcome barriers to information sharing, communication and collaboration across the organization
\n\tFacilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions<\/p>\n
Self-Management<\/p>\n
\tFollow through to ensure that personal quality and productivity standards are consistently and accurately maintained
\n\tDemonstrate consistent application of internal procedures
\n\tPlan and prioritise, demonstrating abilities to manage competing demands
\n\tDemonstrate abilities to anticipate and manage change
\n\tDemonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs<\/p>\n
Requirements<\/p>\n
Minimum Academic, Professional Qualifications & Experience required for this position<\/p>\n
\tGrade 12 with English and a second language
\n\tRelevant qualification (RE5\/ FAIS Credits \u2013 preferred)\u00a0
\n\t1 \u2013 2 years Collections experience (preferred)<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
eplan.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/eplan.mcidirecthire.com","_company_name":"Oneplan Underwriting Managers (Pty) Ltd","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At Oneplan, we live by the philosophy that insurance should make life easier, not more complicated. That\u2019s why we offer simple and affordable insurance plans without sacrificing quality. We don\u2019t believe in sneaky clauses or conditions that come back to bite you when you need help the most.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-31905","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/31905","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=31905"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=31905"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=31905"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}