Scope & General Purpose of the Job

To provide advice and education to individuals in matters related to debt. Responsible for dealing with complex debt situations, helping people to manage their finances and eventually become debt free.

Performance Areas

Debt Counselling

• Liasing with clients about their initial debt situation
• Assessing client’s monthly income and expenditure
• Working with clients to determine priority payments
• Preparing monthly payment plans for clients to follow
• Following up late payments / paperwork with clients
• Liaising / negotiating with creditors to arrange realistic repayments for clients
• Managing relevant financial documents / paperwork

Customer Service

• Offering emotional support to clients
• Communicating with clients as their debt situation changes and court proceedings
• Advising clients on issues such as financial planning / budgeting / money management
• Helping clients get access to relevant benefits
• Giving legal support and advice to clients, helping them get out of difficult situations
• A compassionate and empathetic approach
• Being able to maintain an objective / non-judgemental position even when talking with clients about emotional / difficult situations
• Client confidentiality
• Supporting clients through the process of bankruptcy if debts are too big to get back under control

Quality Assurance

• Establish operational standards to ensure compliance with legal requirements and attainment of highest level
• of integrity in dealings with clients
• Develop a culture of continuous improvement
• Ensure compliance with NCR at all times

Administration

• Establish and maintain an effective administrative system for managing your client base
• Good organisational abilities
• Good numeracy and literacy
• Accuracy and good attention to detail

Competencies

• Good communication skills – both verbal and in writing
• A knowledge of computers and office software
• Good listening skills
• A personable approach
• The ability to gain the trust of others
• Good negotiation skills, particularly when dealing with creditors
• The ability to meet deadlines and amange conflicting priorities
• A good knowledge of issues relating to debt and money management
• The ability to relate to people from a wide spectrum of backgrounds
• A flexible / adaptable approach to the job
• The ability to stay calm under pressure
• The confidence to liaise profesionally with clients and creditors
• The ability to work independantly and autonomously

Skills and Knowledge

• Ethical Behaviour, Effective teamwork, Decisive, Compliant to quality standards and legal requirements, Problem solving skills. Proficient in English & Afrikaans, Time management skills

Education & Training

• National Senior Certificate; Registered Debt Counsellor

Experience

• Successful track record in sales, experience in the industry or related field