Call Center Risk Specialist

SUMMARY:
-

POSITION INFO:

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