Agent Processing & Fulfilment (12 month contract)

MAIN PURPOSE The core purpose of this role is to provide customer service and account support for New Business and Existing Customer as well as WW Staff. This includes card delivery, FICA verification, loan draw downs and other general account management. This happens across multiple channels (Multimedia, Outbound Chase, Whatsapp). The agent is required to effectively resolve the customers query, while ensuring key metrics are adhered to and that quality service is provided consistently. KEY RESPONSIBILITIES Monitoring and Reporting Accurate Data Capturing Customer Service Stakeholder Management Requirements KEY COMPETENCIES MINIMUM QUALIFICATION Matric / Grade 12 / NQF Level 4 Qualification EXPERIENCE REQUIRED 1 – 2 years call centre or back-office processing experience. Experience in the Processing & Fulfilment Agent role is a distinct advantage Experience and knowledge of WFS products would be an advantage. FICA, Card logistics/back office and banking experience is advantageous. ADDITIONAL REQUIREMENTS Preferred knowledge of Visa Credit Card Product. Preferred knowledge of customer relationship management systems (Trim, Customer Central, CASA, CAMS, WFO, OM4, OpenText and UTi Track and Trace). Excellent Analytical skills. Computer Literacy – Microsoft. Knowledge of all Sanctions and AML Policies and Procedures including the ID and Verification Business Rules. Ability to track delivery through vendor’s tracking system (Fusion and Track & Trace)