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Practitioner - EDC Liaison

Remuneration:Market related 
Location:Cape Town, Southern Suburbs
Job level:Junior/Mid
Type:Permanent
Reference:#HCH-1468
Company:HomeChoice


Job description

The ideal candidate for this role will be responsible for providing an effective, efficient and value adding support function to the Outsource & Debt Recovery department.

Key Performance Areas

Meet department objectives by achieving performance metrics (targets) set 
  • Focus on achieving all Outsource and Debt Recovery goals, targets and objectives set by the department:
  • Operational Cash Outcomes
  • Activation rates
  • Roll rates
  • Transfers to legal rates
  • Conversion rates
  • Day-to-day processes 
Meet operational and quality efficiencies
  • Liaising with Practitioners (also commonly referred to as external debt collection agents with regard to handover files, pay-overs and customer queries
  • Manage, drive and influence Practitioners
  • Support department management through effective communication on performance related outcomes with Practitioners
  • Collate and present information to support panel accreditation and termination outcomes
  • Dedicated entry-point to facilitate and communicate Practitioner performance targets
  • Translate Practitioner performance outcomes into good tactical insights
Provide a comprehensive support function to the Outsource and Debt Recovery Department
  • Capture all required data in order to ensure all systems are up to date and accurate
  • Processing of all administration orders and payment schedules
  • Ensure all documents are completed, signed and approved within the required timeframes
  • Reconciliation and balancing of external debt collection control
  • Processing of all direct payments and reconciliation of invoices
Liaise with stakeholders
  • Continuously build and maintain relationships with internal and external stakeholders by acting as a brand ambassador for the Group
  • Always ensure that clear and professional communication takes place between all relevant stakeholders
  • Continuously work towards improving  experience and service delivery
Reporting
  • Monitor and report on agreed Practitioner reporting standards as per SLA
  • Provide accurate reports in line with the departments requirements


Requirements

Qualifications and Accreditations
  • Grade 12/Matric or Equivalent
Experience and Skills
  • Minimum of one year's experience in EDC management
  • Knowledge and understanding of the Debt Collectors Act and the NCA
  • Effective communication skills (verbal and written)
  • Proven track record in problem solving whilst constructively managing conflict and disputes
  • Excellent telephone etiquette
  • Proven track record in report writing and presentations
  • Must be computer literate (Email, Internet, Word, Excel and PowerPoint)
  • Clear credit and criminal record
Attributes and Behaviours
  • Performance-driven and results -orientated with a relentless drive to succeed
  • A strong can-do attitude and an energetic positive approach
  • Attention to detail with a thorough approach to work
  • Excellent listening and interpersonal communication (communicate across all levels)
  • Team player but able to work independently
  • Innovative and resilient to change
  • Good planning and organisational ability
Benefits:
  • Flexible benefits to structure your own package
  • Creative agile work environment
  • Café and lounge area
  • Staff restaurant with a variety of healthy meal options


Posted on 11 Jul 10:46



Home Choice

The HomeChoice Group is a leading credit-based direct marketing retailer selling homeware merchandise and financial services to the expanding urban middle-income mass market in southern Africa.

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