Company Description

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.

Job Description

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 timesPeruse, 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.wDraft Cob’s as the case may be from time to timeDraft paid up letters as the case may be from time to timeFlag 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 directlyDeal and manage queries from external parties, i.e.: debt counsellors or outsourcing partnerDeal with escalated queries from Debt counsellors in a timeously fashionReceive and make calls to debt counsellors if requiredReceive and make calls to clients if needs be if requiredAssess and evaluate reckless lending allegations from counsellors

Debt Review Administration

Peruse and save documents on SalesforceFlag account as admin on relevant systemFollow up quarterly with administrator relating to payments received or missed

 Insolvency

Peruse and save documents on SalesforceFlag account as insolvent on relevant systemProcess write off requestObtain approval

 Deceased

 Peruse and save documents on SalesforceFlag account as deceasedProcess write off requestObtain approval

 Contact Centre Support

Proactively assist in the completion of general admin duties as directed/requested, based on current procedures & deadlinesProvide 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 issuesMeeting deadlines and OKR’sAttend product / process training sessions, and learn key details about our products and technologiesRemain aware and knowledgeable of any policy change and/or  any changes affecting our environment or current rolePerform any other duties and special projects, as directed by Management, in keeping with the employees skills & experience

 

Qualifications

Qualification

Matric/Grade 12

Experience Required

Previous debt review experiencePrevious customer service experienceExperience of working in a regulated environment

Behavioural Traits Required

High degree of patience and assertiveness with excellent rapport-building skillsPositively contribute and lead in team activitiesTakes pride in work, checking own for quality i.e. Lead by exampleMaintains effective time managementHave a positive attitude and the ability to influence and motivate others Effective emotional intelligence (EQ) Team player Flexible Self-Motivated

Additional Information

All candidates must be credit clear.