Debt Review Specialist - South Africa

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Responsible for assisting in the smooth running of the Debt Review & Administration department. Responsible for all back-office operations end to end processes, ensuring all required outcomes are met in line with our prescribed policies and best practice, while providing support on administrative duties.

Key Responsibilities Areas

Debt Review

• Manage the debt review email boxes and ensure action within suitable turnaround times
• Peruse, save and forward debt review documents relating to Cob’s, 17.1’s, 17.2 proposals, acceptance, declines, counters, court orders, 17.5’s, 17.6  and 17.w
• Draft Cob’s as the case may be from time to time
• Draft paid up letters as the case may be from time to time
• Flag and unflag debt review accounts on various systems (i.e.: salesforce, Enterprise, collectsmart)
• Process refunds on overpayments(credit balance) to either the debt counsellor or client directly
• Deal and manage queries from external parties, i.e.: debt counsellors or outsourcing partner
• Deal with escalated queries from Debt counsellors in a timeously fashion
• Receive and make calls to debt counsellors if required
• Receive and make calls to clients if needs be if required
• Assess and evaluate reckless lending allegations from counsellors

Debt Review Administration

• Peruse and save documents on Salesforce
• Flag account as admin on relevant system
• Follow up quarterly with administrator relating to payments received or missed

 Insolvency

• Peruse and save documents on Salesforce
• Flag account as insolvent on relevant system
• Process write off request
• Obtain approval

 Deceased

•  Peruse and save documents on Salesforce
• Flag account as deceased
• Process write off request
• Obtain approval

 Contact Centre Support

• Proactively assist in the completion of general admin duties as directed/requested, based on current procedures & deadlines
• Provide the Connection Centre with support, accurately & timeously, responding to requests for information, both written and verbal.
• Liaise as required with staff from other departments, to gain information, in order to resolve customer issues
• Meeting deadlines and OKR’s
• Attend product / process training sessions, and learn key details about our products and technologies
• Remain aware and knowledgeable of any policy change and/or  any changes affecting our environment or current role
• Perform any other duties and special projects, as directed by Management, in keeping with the employees skills & experience

 

Qualification

• Matric/Grade 12

Experience Required

• Previous debt review experience
• Previous customer service experience
• Experience of working in a regulated environment

Behavioural Traits Required

• High degree of patience and assertiveness with excellent rapport-building skills
• Positively contribute and lead in team activities
• Takes pride in work, checking own for quality i.e. Lead by example
• Maintains effective time management
• Have a positive attitude and the ability to influence and motivate others 
• Effective emotional intelligence (EQ) 
• Team player 
• Flexible 
• Self-Motivated

All candidates must be credit clear.