Recoveries Consultant

**Purpose**

The purpose is to take full responsibility over third party recovery claims. Ensure efficient service levels to internal and external clients.

The **Recovery Claims Consultant **is responsible for the following, including, but not limited to:
**Main Activities and Key Areas**:

- Handling recovery claims from allocation, right up until finalisation
- New allocation claims to be actioned within 24 hours of receipt from the legal administrator
- Ensuring we have mandate to deal with the insurer/client recovery claims
- Ensure that all supporting documents are uploaded to and named correctly on the 3rdparty system and details are captured correctly and updated
- Appoint a Tracer if third party details incomplete or when needed
- Contact Third Parties to discuss the claimed amount and settlement options
- Send LOD to third party
- If third party cannot make full payment at once, negotiate down payment arrangements with third party
- After sending LOD, diarise to follow up after 14 days
- Follow up with Third Party after 14 days
- Regularly follow up with Third Parties until payments are received
- Stats to be updated on Recovery Sheet
- Monthly target to be achieved constantly
- Communicate with clients, the responsible party, attorneys, and various other parties involved in the process, by telephone and/or by written communication
- Ensure effective and timely claims management and settlement (in line with the SLA agreement)
- Assist with administrative functions and undertake special projects as and when requested
- Handling of Compliments and Complaints according to the Compliments and Complaints Business Processes
- Ad hoc duties assigned by management from time-to-time
- Productivity:

- New Claims handled (Average per day)
- Reach target per month
- Management of Tasks
- Management of reminders
- Proactively making calls to TP's to secure settlements
- Utilisation and management of notes
- Quality:

- Detailed and accurate notes on claims
- Complaints received / warnings received (If applicable)
- Compliments received (If applicable)
- Accuracy of estimates
- Accuracy of settlements
- Accuracy and quality of communication
- Telephone etiquette - answering/making the calls correctly
- Efficiency:

- Escalations for not returning calls
- Adherence to SLA (Delivering work within SLA)
- Comebacks on work not done correctly the first time
- Time and Attendance and general attitude
- Operational:

- Product knowledge
- Situational Awareness
- Treating Customers Fairly
- Costing
- Application of Processes

**Qualifications & Experience**
- Grade 12 certificate or equivalent Level 4 qualification issued by SAQA
- Clear Credit and Criminal Record
- Computer Literacy - MS Office: Work, Excel, Outlook
- Reliable transport
- Minimum of 3 years working experience
- Debt collecting experience

**Skills & Abilities**

**_Customer Care Skills: _**
- Bilingual (beneficial)
- Excellent communication skills (written and verbal)
- Work under pressure and able to meet deadlines
- Excellent time management
- Quality orientated
- Display a sense of urgency
- Diplomatic & patient
- Problem solving skills
- Display initiative, maturity and a high degree of professionalism
- Liaise and build relationships with clients
- Ability to negotiate with insurers/clients in respect of contentious claims

**_Administrative Skills: _**
- Strong planning and organizational skills
- Detail focused and attention to quality
- Analytical mind
- Good numeracy and literary skills

**_Interpersonal Skills: _**
- Team player
- Work independently

**Working hours**

Mondays - Friday - 08:00 - 16:30

Break Times - 30 minutes lunch per day
- _Customer Loyalty Consultants (Pty) Ltd is an authorised Financial Service Provider with FSP Number 26908 and is therefore required to perform criminal record and ITC checks._

**Salary**: From R15,000.00 per month

Ability to commute/relocate:

- Centurion, Gauteng: Reliably commute or planning to relocate before starting work (required)