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Durban: Call Center Risk Specialist

Durban: Call Center Risk Specialist

Posted on 2025-05-28 00:00:00

Employer Unspecified
Category IT / Computing / Software
Location eThekwini  / Durban

Job Summary

About this role : The Risk Specialist will execute, monitor and analyze predefined campaign strategies aligned to the new vertical strategy. They will formulate and implement the Agency operational strategy to achieve the overall TCR strategy, meet and exceed stipulated financial targets for the allocated portfolio. They will meet and exceed client expectations, IPMs in line with agreed SLA’s and have to ensure individual attainment of minimum (defined) risk performance contribution to required vertical and/or Agency portfolio/s. Key Responsibilities: • Create and measure stipulated strategy / campaign performance thresholds in so far as strategy calibration and force ranking of risk (propensity to pay or roll). • Meet and exceed primary strategy/campaign key performance metrics across a balanced scorecard encompassing people, process and stakeholder metrics. • Manage the implementation of key risk strategy directives to support Agency and Principal operational and strategic intent. • Accountable for the management of joint business objectives in tandem with Operations, Dialer, Work Force Management, Information Technology across agreed, defined service levels. • Accountable for the TCR Agency Credit (collections & recovery) policy framework. • Ensure daily management of the strategy/campaign platform, through the effective prioritization of strategy/campaigns supported by an appropriate/tilted treatment framework. • Ensure a quality process that facilitates best in class Next Generation campaigns to support Agency performance outcomes. • Deploy and maintain agreed strategy/campaign reporting standards to support Agency and Principal strategic intent. • Actively drive the risk/campaign brand as Ambassador and influence to ensure operational compliance with strategy/campaign dictates. • Monitor communication strategies to ensure outcome is achieved according to the anticipated outputs. • Make recommendations regarding the performance of the implemented strategies. • Compile information in order to present the findings of the analysis in a clear and concise manner to various stakeholders. • Provide monthly reporting, as required, on the performance of different mandates in Agency. • SAS coding or using Excel functionality to assist in the analytical function. • Convert company data into workable management information. • Track and record strategy performance for future reference. Minimum requirements (Qualifications and Experience) • Grade 12 • Relevant Tertiary qualification (advantageous) • Proficiency in MS Office and Excel • Numerically orientated 5 years’ experience in Collections and recovery. • 5 years’ experience in a Data Analysis Environment. • 3 years’ experience as a Collections Risk practitioner. • Basic statistics knowledge Behavioural Competencies (Desirable) • Must be able to understand strategy/campaign efforts against commercial considerations applicable to client mandates and new vertical strategy. • Propose strategy/campaign solutions across a short, medium and long-term business planning framework. • Ability and agility to meet work related deadlines. • Make calculated recommendations on the basis of adequate information and analysis. • Must be analytical. • Influential. • Have interpersonal skills. • Comfortable dealing with ambiguity. • Engagement to facilitate optimal functioning of the new ‘POD’ clusters. • TCR

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