Role Purpose:


Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
Infinity Services Partner Company is looking for a Collections Support Specialist. To assist the Business Unit in achieving its Key Performance Indicators (KPI) by ensuring that receivables within a defined collections portfolio are collected when due, within company Parameters, while ensuring that risk is mitigated


Your responsibilities will include:

Portfolio Management


Proactive dispute resolution management for internal and external customers
Constant follow up and weekly meetings with relevant stakeholders to resolve any outstanding escalations and service failures
Consistent engagement with EHOD, fellow team members managers, service partners and other Infinity teams to ensure that all SLAs are met
Receive, manage and resolve escalations
Implement corrective measures to mitigate any collections escalations failures to negate recurrence
Become a business partner to internal stake holders, by continuous and regular engagement
Identify and make contact with key partners within external stakeholders to resolve any customer related service failures
Assist in minimising churn and write off by resolving escalation expeditiously
Supports the Collections Business Analyst and Business Process teams in the formulation of initiatives by determining problems based on heat maps generated from escalations and ensure that the processes are aligned
Maintain SLAs as required by the business and stakeholders
Identify the customers pains points, determine the impact those may have on the ability to deliver benefits, and recommends actions to mitigate risks where possible
To ensure effective communication and liaison with all stakeholders
To ensure that deliverables developed meet the business requirements and quality standards
To assist in the maintenance, evaluation and optimisation of existing business processes
To create reports and feedback to executive and line management.


Relationship Management


Build strong relationships with key stakeholders to achieve reduction in impairment charge for Collections while maintaining strong client relations
Engage stakeholders on a regular basis to address and resolve all operational issues
Action all adhoc requests received from all Infinity Debt Collections Agencies and other business partners


Compliance and control


Adherence to the relevant policies, laws and regulations; Report breaches in relevant Policies
Ensure that all compliance requirements are met, i.e., SARB Regulations, Internal Audit, External Audit, Key control questionnaires, Certifications, Statutory reporting and disclosures.


The ideal candidate for this role will have:


Matric
3-year diploma/degree, (IT / Business / engineering) (essential)
3+ years related Credit and Collections experience within the Consumer and Business Segments
Ability to work within a team to achieve goals
Undertaking or a desire to undertake further education to progress career.
Telecoms industry experience would be advantageous.