Debt Review Specialist

About the role

WNS Global Services, a global Business Process Management provider with a strong presence in South Africa, is hiring a Debt Review Specialist in Cape Town. The role supports the Debt Review and Administration department, covering end-to-end back-office processes and administrative support in line with prescribed policies and best practice.

Key responsibilities

• Manage debt review email boxes and ensure actions are completed within suitable turnaround times
• Review, save and forward debt review documents (Cob's, 17.1, 17.2 proposals, acceptances, declines, counters, court orders, 17.5, 17.6 and 17.w)
• Draft Cob's and paid-up letters as needed
• Flag and unflag debt review accounts on systems such as Salesforce, Enterprise and CollectSmart
• Process refunds on overpayments (credit balance) to the debt counsellor or client
• Handle queries from external parties and escalate queries from debt counsellors promptly
• Make calls to debt counsellors and clients when required, and assess reckless lending allegations raised by counsellors
• Save documents on Salesforce, flag accounts as admin, insolvent or deceased, follow up quarterly with administrators on payments received or missed, and process write-off requests with approval
• Support the Contact Centre with accurate, timely responses to written and verbal information requests, liaising with other departments to resolve customer issues
• Meet deadlines and OKRs, attend product and process training, stay updated on policy changes, and carry out other duties assigned by management

Required profile

• Matric / Grade 12 qualification
• Previous debt review experience
• Previous customer service experience
• Experience working in a regulated environment
• Credit clear

Required skills

• Patience, assertiveness and rapport-building skills
• Quality control and attention to detail
• Effective time management
• Emotional intelligence, flexibility and self-motivation