Debt Review Administrator
5 months ago
**Purpose of the role**:
**Meet operational Efficiency**
- Meet team efficiency targets as per KPA requirements for your function.
- Index all documents within one day of receipt, no documents to be older than two days.
- All debt review proposals to be sensed checked re payment period no to exceed 60 months and interest negotiated. Prior to acceptance within 5 working days of receipt.
- All debt review proposals to be sensed checked re payment period no to exceed 60 months and interest negotiated. Prior to acceptance within 5 working days of receipt.
All debt review cancellations to be actioned in the following instances
a)The consumer is in default and no 17.2 notice and debt re-arrangement proposal is received from the DC within 60 business days after the date on which the consumer applied for the debt review; or
(b) The consumer is in default, no repayments that are in line with the debt re-sal submitted to Credit Providers and meet the minimum requirements of the Debt Restructuring Guidelines are received and reasonable steps have been taken to verify from the relevant PDA and Debt Counsellor that no or insufficient payments have been made by the consumer; and/or;
(c) The consumer is in default of the credit agreement in a respect other than payment default, such as a default on maintaining the payment.
- In the event of not being able to allocate a payment regardless of payment receipt method to contact Hyphen/Banking institution and Administrator until resolve, turnaround time 2 days from day of receipt to resolve.
- Escalate by 11:00am daily if non receipt of Hyphen or bank statement to Debt reviews team leader and line manager.
- Report issues and variances that affect allocation of payments to the Debt review team leader / Manager and other departments, ensuring that unresolved queries are escalated appropriately within the same day.
- Daily action out of SLA ques from 17.1 (Application) receipt to 17.4 (Cancellation)
- Meet team efficiency targets as per KPA requirements for your function.
**Resolve customer queries effectively and efficiently**
- Attend to telephonic debt councillor and customer queries daily inclusive of resolve.
- Attend and resolve all escalated matters from Agents or Customers, within 2 days of receipt
- Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
- Adhere to service level agreements
- Constantly and proactively communicate ways to improve efficiencies in our performance, procedure and systems.
- Adhere to quality and standards
- Accurate allocation of payments
- Accurate updating of customer details and communication of engagement with debt councillors and clients
- Ensure that all admin and reporting is complete within two days and in accordance with required processes and procedures
**Qualifications & Accreditations**
Grade 12 / Matric or Equivalent
**Experience & Skills**
- Minimum of 1 year Debt Review experience
- Proven effective communication skills (verbal and written)
- Must be able to work shifts, weekends and public holidays
- Clear credit and criminal record
- Excellent telephone etiquette
**Attributes & Behaviours**
- Results Focused
- Performance-driven and results-orientated with a relentless drive to succeed
- A strong can-do attitude and an energetic positive approach
- Understanding of financial transactions
- Exceptional attention to detail with a thorough approach to work
- Excellent listening and interpersonal communication
- Team player but able to work independently
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