REJOICE MADALANA

• Communicate with credit providers regarding the reason for possible opposing, and the requirements to prevent same
• Communicate with clients regarding requirements for pre-opposed matters in order to reach an agreement prior to opposing stage

- Make the clients aware of the fact that if we do not settle now, they will oppose and can apply for a cost order;

Attempt at all cost to reach an agreement

• Remove any accounts where the opposing is due to legal reasons for the accounts to not be under debt review:

- Second debt review previously terminated;

- Legal action prior to debt review;

- Luxury items with no acceptable explanation from client;

Clients with defaults in debt review payments.

• Keep credit provider up to date regarding the progress on the matter.
• General:

- Act in a professional manner when addressing clients, the attorneys and fellow staff members.

- Ensure that feedback/sheets/stats are always provided and completed accurately, truthfully and up to date.

Complete any ad hoc duties received from Team Leader and/or Manager as and when required

• Key responsibilities;
• Answering emails from clients and addressing their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to emails, providing explanations and possible solutions.
• Ensuring clients feel supported and valued through personalized customer service.
• Performing FCR (First Call Resolution) and escalating to CS (Customer Service) when necessary.
• Utilizing software, databases, scripts, and tools effectively.
• Striving to meet or exceed performance metrics while maintaining consistent excellent customer service.
• Participating in training and other learning opportunities to expand knowledge.
• Maintaining and improving quality results by adhering to standards and guidelines and recommending improved procedures.
• Adhering to all company policies and procedures.
• Routing calls/emails to appropriate resources.
• Recognizing, documenting, and alerting the management team of trends in customer service.
• Completing email logs and reports.
• Following up on customer queries when needed.
• Performing other duties as assigned Back Office duties.

• Drafting all the debt review legal court documents such as;
• Founding affidavits
• Supplementary affidavits.
• Special Draft Court Orders
• Notice of Motions
• Service Affidavits
• Notice of Sedown.

• Key responsibilities
• Respond to queries from attorneys regarding court packs.
• Updating system with court orders, dates, notice of motion and service of court application.
• Follow up on outstanding/ additional information required by attorneys.
• Requesting documents from credits
• Providers, certificate of balances and acceptance letters.
• Responding to emails and answering all incoming calls.

• Key responsibilities
• Provide legal advised based on the court outcome
• Build, manage and maintain client relationships.
• Checking payments
• Allocating files to the correct queues
• Compiling
• Attending to all administration work such as scanning

• Key responsibilities
• Consumer prospecting (proactively seek new business)
• Personal interaction with clients.
• Counseling consumers on their financial situation.
• Obtaining all corresponding documents.
• Calling new perspective clients.
• Obtaining new leads from Old Mutual
• Finance.
• Correspond and liaise between clients and call Centre department