CALL CENTRE TEAM LEADER

Who are we?

Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment; we believe in learning fast, learning cheap, and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide a compelling career and development proposition that will enable them to realize their dreams.

Collect on arrears portfolio within mandate, resolve credit queries, negotiate payment arrangements by informing customers of various payment solutions and obtain approval for refinancing and repossessions in order to increase revenue.

Qualifications
• Grade 12

Experience
• 2 or more years contact centre experience

• Afrikaans proficiency to read, write, and speak is a requirement.
• Collect arrears and negotiate acceptable payment arrangements and settlements, in line with mandate.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative, and appropriate solutions.
• Comply with governance in terms of legislative and audit requirements.
• Carry out collections processes within mandate, meeting SLA targets and quality standards.
• Manage personal development to increase own skills and competencies.
• Grasp and apply new information with ease, motivated to identify new areas/channels of learning and consistently create and take advantage of learning opportunities.
• The ability to reflect on and learn from experience as part of life-long learning.
• Cuts to the core of issues and applies effective analysis, logic, and creativity to implement solutions.
• Shows insight into interpersonal dynamics and is able to adapt responses accordingly, displaying appropriate act, empathy, and sensitivity whilst maintaining relationships.
• Recognises interdependencies and collaborates with others to achieve shared goals.
• Is a self-starter who produces consistently high-quality outputs within agreed deadlines. Prompt and proactive in driving for results and sets challenging goals for self and others.
• Remains level-headed in situations of stress or pressure and persists in pursuing goals despite obstacles and setbacks.

Technical/Collection/Recovery/Intermediate

Execute all possible actions to collect/recover as much as possible of outstanding debt.

Technical|Collections Sales and Negotiation Skills|Intermediate

Ability to sell a debt remedy and negotiate a repayment.

Technical|Computer Literacy/System Knowledge of Sales Applications|Intermediate

Is computer literate and demonstrates an understanding of the systems and processes required to generate sales and close deals.

Technical|Product Knowledge|Intermediate

Demonstrates the knowledge and understanding of relevant products, including features and benefits.

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

• Drive leads and service targets
• Coaching, quality, and compliance
• Reporting and communication
• Management of employees

• Decision quality - Contributing independently
• Interpersonal savvy - Contributing independently
• Plans and aligns - Contributing independently
• Directs work - Contributing independently

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development, and achieving great things. We pride ourselves on helping our employees to realize their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive, and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.