Specialist: Collection Support - Johannesburg - Vodacom

Vodacom Johannesburg

3 days ago

Description

Role Purpose:

Vodacom, a leading telecommunications company, is seeking a Collections Support Specialist to support its business units in achieving key performance indicators (KPIs) by collecting receivables within defined portfolios when due.

Your responsibilities will include:

Portfolio Management

Proactive dispute resolution management for internal and external customers.
Constant follow-up and weekly meetings with stakeholders to resolve outstanding escalations and service failures.
Engagement with senior managers, team members, and partners to ensure SLAs are met.
Receive, manage, and resolve escalations.
Implement corrective measures to mitigate collections escalations failures.
Become a business partner to internal stakeholders through continuous engagement.
Identify and contact key partners to resolve customer-related service failures.
Minimize churn and write-offs by resolving escalations expeditiously.
Support the formulation of initiatives by identifying problems based on heat maps.
Maintain SLAs as required by the business and stakeholders.
Identify customers' pain points and recommend actions to mitigate risks.
Ensure effective communication and liaison with all stakeholders.
Ensure deliverables meet business requirements and quality standards.
Maintenance, evaluation, and optimization of existing business processes.
Create reports and feedback to executive and line management.

Relationship Management

Build strong relationships with stakeholders to reduce impairment charges while maintaining client relations.
Engage stakeholders regularly to address operational issues.
Action ad hoc requests from Infinity Debt Collections Agencies and business partners.

Compliance and control

Adhere to relevant policies, laws, and regulations; report breaches.
Meet compliance requirements, including SARB Regulations and Internal Audit.

The ideal candidate for this role will have:

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

Candidates must meet the minimum requirements and be willing to learn and grow with the company. The successful candidate will have excellent communication skills, problem-solving abilities, and a strong attention to detail.

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