Truworths Call Centre Vacancies

To apply, click on the link at the end of the posts and all the best with your applications.

1. Debt Collector
2. Fraud Operations Agent
3. Manager: Outsource Collections and Recoveries

Debt Collector

Closing Date	2024/02/28
Reference Number	TRU231222-1
Job Title	Debt Collector
Business Area	Credit Service
Job Type	Permanent
Location – Country	South Africa
Location – Province	Western Cape
Location – Town / City	Cape Town

Job Description	At Truworths, you’ll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry. Our Debt Collection Department requires people with a real passion for retail and commitment to a high level of customer service, to work as a Debt Collector.
Key Responsibilities	• Advises customer of total due amount (arrears + instalment due). • Asks for immediate payment/confirm PTP. • Confirms when next payment will be. • Confirms salary date and ensure correlations between salary date, PTP date and date last paid. • Advises customer of the relevant consequences of non-payment or benefits of making payment. • Negotiate for total due/Multiple PTPs. • Offers the option to pay via credit card and explain benefits of paying via credit card. • Offer a debit order and explain benefits of a debit order payment. • All info updated correctly and correct action codes used.
Qualifications and Experience	• Matric or equivalent qualification • Collections experience advantageous
Competencies	• Computer literate (Excel, Word). • Multi lingual beneficial. • Is a willing, enthusiastic & active participant. • Eager to learn new skills. • Patient and tolerant. • Competitive and a desire to succeed • Focus and the ability to concentrate for long periods. • Persistent and assertive. • The ability to work in a competitive and stressful environment. • Problem solving skills. • Strong negotiation skills. • Punctuality and good attendance. • Honestly and trustworthy. • Adapt to change quickly, in a fast-paced environment. • Understand and adhere to the company and department standards, policies and procedures

Fraud Operations Agent

Closing Date	2024/02/26
Reference Number	TRU231113-2
Job Title	Fraud Operations Agent
Business Area	Credit Service
Job Type	Permanent
Location – Country	South Africa
Location – Province	Western Cape
Location – Town / City	Cape Town

Job Description	At Truworths, you’ll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry. Take a walk through our stores or offices and you’ll encounter an infectious love of fashion and a tangible will to succeed among the people who make up our business – both of which are key to keeping us at least one step ahead of the competition. We are currently looking to employ a Fraud Operations Agent who will adequately and timeously execute the business operational strategies to prevent, detect and mitigate fraud relating to customer accounts and account applications. Our Fraud department requires an individual with an enquiring mind and a real passion for risk prevention and mitigation, to work in their Fraud Team.
Key Responsibilities	• Respond swiftly and adequately where sudden action is required as communicated by your Manager or Supervisor. • Adequately and timeously respond to, investigate and conclude on fraud related queries, disputes and investigations relating to customer accounts and account applications. • Effectively and efficiently action all queues and tasks within the required timelines and per the priorities agreed with your Manager and Supervisor. • Perform investigations of a high standard; and effectively use the business’ investigation frameworks, processes, standards and checklists that are provided to you and are updated from time to time. • Prepare and update working papers, working files, system updates and written reports timeously, adequately and completely. • Adequately and responsibly reply to customer queries & emails per the guidelines received from your Supervisor and Manager; effectively managing customer expectations, whilst preventing any undue risk to Truworths. • Communicate with stores, stakeholders and customers in a manner that is courteous professional and responsible; ensuring that the customer’s experience is positive and customer relations are maintained, whilst the objective of the communication is achieved. • Consistently achieve the required service levels and meet key performance indicators. • Observe and swiftly and effectively communicate indicators of new fraud trends to your Supervisor and Manager.
Qualifications and Experience	• Matric, with a relevant tertiary qualification being to your advantage. • Previous relevant experience is advantageous. • Experience within the retail and / or credit environments is essential. • Experience in detecting, mitigating, preventing and investigating fraud is most advantageous.
Competencies	• Have an enquiring and curious mind with keen eye for detail in order to mitigate risk • High level of accuracy and ability to multitask • Passion about interacting with internal and external stakeholders, e.g. Audit and Credit Bureaus • Positive attitude and good interpersonal skills • Self-motivated and driven • High degree of patience and tolerance • Team orientation • Basic computer literacy • Vision-Nexus systems experience – essential

Manager: Outsource Collections and Recoveries

Closing Date	2024/02/29
Reference Number	TRU230629-8
Job Title	Manager: Outsource Collections and Recoveries
Business Area	Credit Service
Job Type	Permanent
Location – Country	South Africa
Location – Province	Western Cape
Location – Town / City	Cape Town

Job Description	The ideal candidate for this management role will be responsible to maximise outsourced early and late stage collections, as well as post charge off collections (recoveries) by effectively engaging and managing a large panel of external debt collections agencies.
Key Responsibilities	• Support the Senior Manager in the execution of Outsource collections and Recoveries strategies • Responsible for meeting collections targets by managing day to day relationships with external collections agencies • Give input to the development of strategies, policies & procedures; • Support the Senior Manager by implementing and monitoring operating plans in line with strategies as well as policies & procedures • Ensure compliance with operating plans & highlight operational risks & controls • Ensure adherence to key stakeholder’s policies & procedures approved by the Steerco • Ensure adequate environmental controls & exception reporting in line with policies • Manage outsourced collections and Recovery activities according to agreed performance measures, including operating plans & expense budgets • Coordinate activities with external agencies, manage agency relationships throughout the process • Ensure regular audits of agency compliance to strategy, policies & procedures; • Proactively share information & expertise with internal & external stakeholders • Continuously seek improvements in recovery processes, products & technology & manage the change process • Present monthly portfolio performance to agencies • Manage reputational risk across the portfolio • Ensure that all EDC’s engagements are accurately recorded on the appropriate systems • Manage a small internal team (+-10 staff) from Supervisors to agents • Be an active and accountable member of the Credit Operations Management team • Analyse information and optimally translate this into the improvement of performance • Forecast and analyse data against targets on a daily, weekly and monthly basis • Compile and distribute reports on a monthly basis • Give input to the development of operational and KPI reporting • Stay abreast of market trends, relevant legislation & events in appropriate industry
Qualifications and Experience	Qualifications • Matric • Relevant tertiary qualification would be an advantage Experience and skills: • Minimum 5 years relevant Internal and or External Collections experience • Minimum 2-5 years management experience in collections • Good commercial understanding and awareness of best practice unsecured collections and recovery • Knowledge of collections and recovery strategies, processes and methodologies • Sound analytical skills • Knowledge of relevant collection legislation (e.g. Debt Collectors Act, National Credit Act, Magistrates Court Act) • Knowledge of debt review, sequestration and administration processes will be an advantage • Understanding of the Vision and CAS software will be an distinct advantage • Must be able to travel regularly
Competencies	• Sound analytical skills • Ability to demonstrate conceptual thinking • Strong communication skills

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All the best with your applications.