Administrator: Retention

Tasks- About Us
- WE MOVE THE WORLD THROUGH SUSTAINABLE AND INTELLIGENT FINANCIAL AND SERVICE SOLUTIONS.
- As Daimler Truck Financial Services, we are one of the largest financial and mobility services companies in the commercial vehicle industry and a fully integrated division of the globally operating Daimler Truck AG. We simplify our customers' business with a wide range of tailored financing and service solutions and support them on the road to environmentally friendly, autonomous and safe driving.
- We are active in around 16 markets with more than 1,900 employees. Our colleagues and our value-based culture are key strengths that contribute significantly to our success. At Daimler Truck Financial Services South Africa (DTFS SA), we pride ourselves on our reputation for service excellence and our care in providing flexible, innovative and tailor-made finance and insurance solutions.-
- JOB OVERVIEW
- To manage and administer the seamless contract end of lifecycle process from pre-maturity, refinancing, and maturity — while upholding compliance standards and delivering exceptional customer service by:

- Administering documentation and processes in line with FAIS, FICA, and internal controls.
- Coordinating with customers, dealers, inspectors, and internal teams to manage inspections, settlements, and dispute resolution.
- Driving efficiency through accurate administration, timely processing, and adherence to departmental KPIs.
- Providing courteous, transparent, and professional customer interactions that strengthen stakeholder relationships.- KEY DUTIES AND RESPONSIBILITIES
- Contract Pre-maturity- Administer the pre-maturity process through liaising with duly authorised customer(s), dealer representatives, internal sales and vehicle maintenance contract teams.
- Ensure that the customer is aware of their end of term options and obligatory requirements
- Liaise with the customer(s) and vehicle inspector to manage the vehicle pre-inspection process.- Contract Re-financing- Load the contract on the point-of-sale system and submit relevant documentation for credit assessment in respect of residual value refinancing as well as to resolve related queries.
- Manage contract signing and supporting documentation requirements in Sinbin for refinance contracts.
- Administer the refinance ET quote in contract management system on the old contract and settle accordingly in the contract management system.- Contract Maturity- Manage the vehicle grounding process and related administration activities including receipt of notice of acceptance and final inspection
- Manage the vehicle final inspection process with the dealer, customer and third-party inspector.
- Prepare stocking documentation.
- Manage return fee reconciliation and collection of return fees from customers.
- Facilitate dispute resolution.
- Ensure escalation of accounts for Legal action.
- Manage invoicing of RV in line with departmental policies, processes, and business rules
- Provide accurate settlement quotes in accordance with process and business rules
- Manage maturity related receipts against receivables timeously.
- Ensure that maturity matters are managed timeously within department KPI’s.- Administration- Administer the contract end of term options in accordance with departmental policies, processes, and business rules.
- Ensure all customer finance and insurance documentation is completed accurately and comprehensively.
- Ensure all documentation is recorded and filed in accordance with the FAIS, FICA & internal control requirements.
- Ensure that all processes are timeously processed to mitigate loss of interest, additional costs etc.- Customer Service- Provide high level of customer service ensuring all customer interactions are courteous and professional.
- Deal with all customer queries with clarity and courtesy thereby ensuring customer satisfaction.
- Ensure that every customer has a clear understanding of obligations and ensure total transparency to the customer, facilitating dealer and internal stakeholders.
- Establish good working relations with all stakeholders involved in the process.- Experience3-5 years relevant experience in Automotive Financial Services Operations environment.
During the above experience, a minimum of 2 years’ experience in the below is required:

Interfacing with internal/external stakeholders and customers (including dealers)Financial contract restructuringKnowledge, skills and Attributes- Commercial vehicle finance knowledge
- Knowledge and understanding of all requirements pertaining to asset-based finance and arrears collections
- Corporate regulations knowledge (National Credit Act, FICA, CPA, FAIS Act)
- Knowledge and understanding of accounting
- CMS (Contract Management system)
- CLS (Legal and collections System)- Skills and CompetenciesEffective negotiation and dispute resolution skills
Analytical & Problem Solving
- Attention to detail
Planning, organising and customer service
Written and verbal