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 mitigatedYour responsibilities will include:Portfolio ManagementProactive dispute resolution management for internal and external customersConstant follow up and weekly meetings with relevant stakeholders to resolve any outstanding escalations and service failuresConsistent engagement with EHOD, fellow team members managers, service partners and other Infinity teams to ensure that all SLAs are metReceive, manage and resolve escalationsImplement corrective measures to mitigate any collections escalations failures to negate recurrenceBecome a business partner to internal stake holders, by continuous and regular engagementIdentify and make contact with key partners within external stakeholders to resolve any customer related service failuresAssist in minimising churn and write off by resolving escalation expeditiouslySupports 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 alignedMaintain SLAs as required by the business and stakeholdersIdentify the customers pains points, determine the impact those may have on the ability to deliver benefits, and recommends actions to mitigate risks where possibleTo ensure effective communication and liaison with all stakeholdersTo ensure that deliverables developed meet the business requirements and quality standardsTo assist in the maintenance, evaluation and optimisation of existing business processesTo create reports and feedback to executive and line management..Relationship ManagementBuild strong relationships with key stakeholders to achieve reduction in impairment charge for Collections while maintaining strong client relationsEngage stakeholders on a regular basis to address and resolve all operational issuesAction all adhoc requests received from all Infinity Debt Collections Agencies and other business partnersCompliance and controlAdherence to the relevant policies, laws and regulations; Report breaches in relevant PoliciesEnsure that all compliance requirements are met, , SARB Regulations, Internal Audit, External Audit, Key control questionnaires, Certifications, Statutory reporting and disclosures.The ideal candidate for this role will have:Matric3-year diploma/degree, (IT / Business / engineering) (essential)3+ years related Credit and Collections experience within the Consumer and Business SegmentsAbility to work within a team to achieve goalsUndertaking or a desire to undertake further education to progress career.Telecoms industry experience would be advantageous.Closing date for Applications: 29 January 2025.The base location for this role is, Centurion, Infinity Services Partner Division The company approved Employment Equity Plan and Targets will be considered as part of the recruitment process.
As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.Infinity Services Partner is committed to an organizational culture that recognises, appreciates and values diversity & inclusion.