Debt Counseling Team Leader

2 weeks ago

Cape Town, Western Cape, South Africa Infinity Group Full time

Debt Counseling Team Leader

Who are we and what do we believe in?

Our purpose is to deliver solutions to consumers who are over indebted, build trust with them and support their ability to achieve their financial goals.

We're deeply digitally focused, highly energetic, and very ambitious. Infinity Group forms part of the
Balfour Group which was founded in 2017, merging several successful tech businesses.

The engine that drives our growth is an exceptional combination of technology, marketing, sales and revenue collection, driven by a team of extraordinary talent.

Our FinTech arm Infinity Group t/a Debtline is looking for a DC Team Leader to join our team and help us on our journey of Hyper Growth

The Role


You will be responsible for developing and maintaining a highly motivated solutions-orientated team that has a focus on developing great solutions for all critical stakeholders while a client is going through one of the most challenging points of their lives.


This must be done while keeping up to date on all relevant regulations as well as building and maintaining great relationships with management of key stakeholders both internally and externally.


Responsibilities and Duties include, but not limited to:
Strong leadership is key and you will be required to fulfill the following:

  • Providing training, coaching, and performance improvement plans for all agents within your department
  • Ability to motivate a highly diverse team of temp in office and WFH environment
  • Ensure that all agents are informed and understand all our current and updated HR policies
  • Performance management of the agent within your department
  • Understand and clearly articulate the department objectives and how these relate to the wider business requirements.
Your strong management requirements will mean you are able to:

  • Ensure excellence in customer service on all platforms and mediums.
  • Prepare all daily, weekly, and monthly reporting on team performance set against targets.
  • Ensuring that each agent fully understands their roles and duties and requirements.
  • Make sure staff are effectively trained.
  • To ensure that communication channels are managed effectively and with care and respect.
  • Ensure that all relevant HRrelated documentation is submitted electronically and/or manually to the department manager.
  • To ensure that QA control measures are put in place to ensure accurate completion of the work completed by agents.
  • Monitoring and call listening is required as additional monitoring with tools that have been provided by the company.
  • Provide guidance and solve the more difficult client cases in which agents need assistance.
  • Manage timekeeping and attendance
  • Manage targets, performance, and Incentives
  • Follow the company rules and regulations and be an ambassador of the business.
  • An ability to build and maintain strong working relationships with Credit Providers in order to solve systems, processes and unique challenges to solve client and creditor issues as well as build the Debtline Brand with them.

Qualifications and Experience:

  • Undergraduate degree
  • Debt review experience
  • Active DC registration in place
  • Experience in generating DCRS proposals in Finwise
  • Experience in leading and managing a team
  • Willingness to learn
  • A strong ability to communicate effectively with multiple stakeholders and other departments

Your team:

  • Culture is everything in this business. We believe in winning as a team and have a highly collaborative environment.
  • The office space is vibey and we believe in having a fun work environment for everyone.
  • We celebrate success We believe that hard work pays off. We have high expectations of ourselves and others.

Job Types:
Full-time, Permanent

Application Question(s):

  • Are you a registered DC?
  • Do you have experience in generating DCRS proposals?
  • What systems are you familiar with?

Education:

  • Bachelors (preferred)

Experience:

Debt Review: 3 years (required)
Team Leader: 3 years (required)

License/Certification:

  • DC Qualification (required)

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