The Onboarding, Control and Support Team plays a hugely important role within IDM, by focusing on ensuring high payment ratios while building relationships and trust with our clients. This team provides a wonderful opportunity to grow your expertise within the company and to further your knowledge of the debt counselling process.
This role involves not only collecting money from clients, but also to focus on building strong relationships with clients, educating them on the importance of making regular payments while under debt review, to ensure they do not default on their payments.
The candidate must be highly energetic, efficient, motivated and ambitious as well as being prepared to commit to and grow with the business in the medium to long-term.
Key Responsibilities
- Proactive engagement and relationship building with our clients.
- Calling clients prior to their first and second payments
- Calling clients following a missed payment
- Investigate historical data and arrears on rehab payments.
- Resolve client queries relating to missed payments.
- Educate clients by emphasizing the importance of making payments on time all the time.
- Improve collections by calling client before payment comes back as an unpaid; if unpaid, try to reclaim money within 7 business days.
- Previous work experience in a collections environment or similar role (1 to 2 years preferable)
- Relevant tertiary education
- Understanding of the debt review process and the importance of making regular payments.
- Excellent communication skills (written and oral)
- Excellent negotiation skills
- High level of attention to detail.
- Problem solving skills ability to think on your feet.
- Number of clients contacted on the diallers.
- Payment ratios
- Unpaid conversion ratios
- How quickly a client makes up their payment
