Risk and Compliance Administrator - Cape Town City Centre
Intelligent Debt Management
Founded in April 2004, Intelligent Debt Management Group (IDM), has established itself as South Africa’s leading and largest debt management company. IDM offers comprehensive advice and a host of highly relevant financial and effective debt relief solutions to South African consumers who are facing tight budgets and are struggling with debt. IDM Group Risk and Compliance is currently seeking a Risk and Compliance Administrator to join the QA team to ensure quality standards are determined, maintained and improved across various business divisions. If you are energetic, vibrant, display attention to detail and have a passion for providing solutions by improving process and procedures in the Financial Services Industry, then please apply. Key Responsibilities: 1. Provide quality administration service in respect of Quality Assurance • Contribute to the implementation of a quality assurance process across the business areas • Assess calls and achieve set assessment targets • Provide feedback for coaching of call centre staff based on quality issues identified • Identify risks, contribute to action plans and monitor the progress of these • Provide feedback for coaching staff based on quality issues identified • Assessing and mitigating risks associated with financial products, services, and operations. • Recommend action plans and monitor the progress of these • Provide input to process and system enhancements, especially in support of product, process or quality issues • Ensure that quality assurance is aligned with service / sales standards within the operational environment • Contribute to monthly / weekly quality reporting • Actively recommend staff that demonstrate high levels of quality service to their team leaders and management • Adhere to agreed process in order to deliver targeted operational results • Comply with corporate governance policies, procedures and standards • Performing investigations, ad-hoc projects and assisting with internal audits • Optimizing processes and workflows to improve efficiency and reduce costs • Adhere and comply with relevant legislative requirements • Promoting a culture of continuous improvement and innovation within the organisation. Key Requirements: • Matric • Excel reporting • At least 6 months working experience • Proficiency in written and spoken English • Proficiency in additional indigenous languages is considered an advantage. Key Competencies: • Accountability • Logical and analytical • Attention to detail • Excellent verbal and written communication skills • Confident decision making • Initiative and forwards thinking • Maintaining clients/stakeholders relationships • A strong customer service focus – Treating Customers Fairly (TCF) • Demonstrating some knowledge of financial products within the Sales Call Centre space, claims conditions as well as retention criteria to monitor customer experience, will be considered an advantage
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