Customer Service Agent – Financial Services - South Africa

Engaging with Customers through multiple channels to resolve their queries in a manner that meets and exceeds the needs of our customers and limits any reputational damage to the brand. This is done in-line with our strategic intend, operational policies and applicable regulations. The role forms part of the overall value chain in partnership with the multiple areas in the business to ensure we deliver best in class customer experiences throughout the end-to-end customer journey.

Key Responsibilities Areas

•    Perform appropriate customer verifications, assisting customers, with their existing accounts

•    Assist customers in navigating  website & trouble shooting any general user experience issues

•    To raise these issues back to the business, via the appropriate forums/channels, enabling  the company to  conduct the necessary RCA, with the aim of  continuously improving Customer Experience 

•    Assessing loan applications in accordance with the company policy and processes, which includes : Evaluating the authenticity of the documentation supplied by the applicant & evaluating the personal information contained in the document, matches that of the Customer

•    Verify & make decisions on the income contained in the customer documentation uploaded, in terms of the business rules pertaining to income verification 

•    Achieve quality standards relevant to general customer support

•    Review bank statements , pay slips and the calculation of the average income and other relevant supporting documentation

•    Achieve quality standards relevant to the income verification process

•    Proactively identify & escalate potentially fraudulent accounts so that they can be investigated appropriately in accordance with  company processes

•    Processing & verifying of refunds due to customers

•    Multi-tasking on different queues with varying complexities – being able to assess customers circumstances & make decisions in order to offer the most appropriate solution to the customer, on that particular channel  (Applications; Emails; Telephones; Live Chat)

•    Respond to customers mails & live chats by personalizing the standard templates, within set guidelines & service level agreements, in order to provide a consistent service that the customer expects

•    Identify financially vulnerable customers, who require financial assistance and ensure that they are provided with the relevant information

•    Management of all vulnerable customers in line with  company procedures, to ensure they are handled fairly, transparently and with the correct/applicable forbearance issue

Qualifications and Accreditation: Matric/Grade 12

Experience Required

•    Experience of working in a customer service call centre environment and data processing

•    Solid understanding of internet terminology, navigation and application

•    Experience in regulated environment is preferable

Behavioural Traits Required

•    High degree of patience and assertiveness with excellent rapport-building skills

•    Positively contribute and lead in team activities

•    Takes pride in work, checking own for quality i.e. Lead by example

•    Maintains effective time management

•    Have a positive attitude and the ability to influence and motivate others 

•    Effective emotional intelligence (EQ) 

•    Team player 

•    Flexible 

•    Self-Motivated