Responsible for assisting in the smooth running of the Debt Review & Administration department. Responsible for all back-office operations end to end processes, ensuring all required outcomes are met in line with our prescribed policies and best practice, while providing support on administrative duties.
Key Responsibilities Areas
Debt Review
- Manage the debt review email boxes and ensure action within suitable turnaround times
- Peruse, save and forward debt review documents relating to Cob鈥檚, 17.1鈥檚, 17.2 proposals, acceptance, declines, counters, court orders, 17.5鈥檚, 17.6 and 17.w
- Draft Cob鈥檚 as the case may be from time to time
- Draft paid up letters as the case may be from time to time
- Flag and unflag debt review accounts on various systems (i.e.: salesforce, Enterprise, collectsmart)
- Process refunds on overpayments(credit balance) to either the debt counsellor or client directly
- Deal and manage queries from external parties, i.e.: debt counsellors or outsourcing partner
- Deal with escalated queries from Debt counsellors in a timeously fashion
- Receive and make calls to debt counsellors if required
- Receive and make calls to clients if needs be if required
- Assess and evaluate reckless lending allegations from counsellors
Debt Review Administration
- Peruse and save documents on Salesforce
- Flag account as admin on relevant system
- Follow up quarterly with administrator relating to payments received or missed
Insolvency
- Peruse and save documents on Salesforce
- Flag account as insolvent on relevant system
- Process write off request
- Obtain approval
Deceased
- Peruse and save documents on Salesforce
- Flag account as deceased
- Process write off request
- Obtain approval
Contact Centre Support
- Proactively assist in the completion of general admin duties as directed/requested, based on current procedures & deadlines
- Provide the Connection Centre with support, accurately & timeously, responding to requests for information, both written and verbal.
- Liaise as required with staff from other departments, to gain information, in order to resolve customer issues
- Meeting deadlines and OKR鈥檚
- Attend product / process training sessions, and learn key details about our products and technologies
- Remain aware and knowledgeable of any policy change and/or any changes affecting our environment or current role
- Perform any other duties and special projects, as directed by Management, in keeping with the employees skills & experience