IVM Administrator Opportunity

Job Title IVM Administrator
Department Business Optimisation Department (BOD)
Type of employment Permanent
Part time / Full time Full time
Overview This position is responsible for the coordination and execution of campaign and customer contact strategies using alternative channels such as IVM, sms and email in order to maximize conversion.
Requirements • Matric essential
• Tertiary qualification preferred
• Financial Services background

KNOWLEDGE REQUIRED:
• Dialer knowledge
• Call Centre best practice
• Collections Knowledge
• Sales Knowledge
• Fulfillment processes
• Contact & Communication strategies
• SQL & Database exposure advantageous

APPLY NOW

Experience • 2 Years’ experience in a Dialer or customer communication role essential
• Dialer experience
• IVM experience

COMPETENCIES REQUIRED:

• Computer literacy – Microsoft Office
• Attention to detail
• Disciplined
• Customer Service Orientation
• Decisiveness
• Initiative
• Oral Communication (English)
• Written Communication
• Problem Solving
• Analytical
• Flexibility
• Integrity

Dutie & Roles • Operate within a larger Customer Contact & Conversion Team responsible for all forms of communication with prospects and existing clients across the entire Loans division
• Support and add to the formulation of contact strategies
• Execute the agreed strategies, across the agreed channels
• Support the overall campaign success through real time management & campaign adjustment
• Monitor historical performance and suggest campaign changes as and when required
• Understand and actively monitor the entire end to end customer experience/ contact cycle with particular focus on key business drivers
• Support overall customer contact strategies, which includes seamless collaboration with the dialer team
• Support any new business initiatives
• Leverage off prioritization and lead segmentation to support improved conversion
• Maintain close working relationships with the Marketing & Ops teams
• Engage with the vendor/s where required
• Provide monthly feedback on performance to management

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