Customer Service Specialist- Financial CB

Teleperformance South Africa - Cape Town, Western Cape

Job details

Here’s how the job details align with your profile.

Pay

R7 500 - R8 500 a month

Job type

Permanent

Location

Cape Town, Western Cape

Full job description

The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.

Responsibilities

1. Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:
2. Ensuring adherence to the DPA requirements within the CS environment.
3. Complaint handling skills ensuring appropriate solutions are offered.
4. Processing customer payments.
5. Providing transactional data both recent and historically.
6. Processing replacement card requests.
7. Submitting Lost and Stolen requests including the immediate blocking of an account and updating the customer records with accurate information to ensure Fraud risk is minimal.
8. Updating customer records on request ensuring accounts are updated accurately.
9. Processing cash advance requests.
10. Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately.
11. Closing customer accounts on request.
12. Providing interest calculation advice on request.
13. Providing correct and accurate advice in relation to accounts which are in a collections state and where necessary adding a promise to pay.
14. Processing credit balance refunds on request.
15. Setting up Direct Debits.
16. Raising disputes through to the fraud department as per the agreed processes.
17. Providing technical support for all online enquiries including the re-setting of accounts.
18. Submitting account blocks as and when required and ensuring adherence to company guidelines.
19. Processing Inbound applications and ensuring accurate data entry of customer details into the Transact systems.
20. Ensuring appropriate letters are issued to customers based on their requests.
21. Support the location of missing payments and raising through to the relevant areas to ensure customers’ accounts are processed accurately.
22. Ensuring all reasonable adjustment requests are processed and accurately recorded.
23. Processing additional cardholder and authorized user requests.
24. Adhering to all compliance scripting.
25. Correspondence Responsibilities.
26. Processing as above all customer written requests adhering to all compliance and DPA requirements.
27. Using Econsumer to amend date of birth mis-matches and following strict procedural guidance.
28. Batch and record all volumes of customer correspondence.
29. Processing credit limit reductions and rejections.
30. Support the archiving process of correspondence.
31. Ensuring copy statements are ordered and appropriately charged to the customer’s account.

Additional Responsibilities:

• As part of your continuous development you will be given the opportunity to be a buddy to new starters and champion new initiatives within the department. You will also be required to support business requirements and where necessary provide support to other areas of the business.

Skills and Attributes

• An excellent communicator (written and oral).
• Self-Motivated.
• Passionate about learning.
• Polite, co-operative and a friendly manner essential.
• Professional and welcoming.
• Ability to deliver excellent customer service experience.
• Ability to prioritise tasks.
• Proven ability to listen actively and to hear important information.
• Computer literacy.
• Strong negotiation skills.
• Curious, Team Spirited and Big Hearted.
• A positive mind set with a passion for continuous improvement.
• An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment.
• Have the ability to build rapport with Customers giving a human touch to the conversation.

Experience

Education and Specific Training Work Experience:

• Matric/ Equivalent.
• Minimum of 6 months -12 months call Centre/ telephone sales experience.
• Maintain campaign performance, quality, regulatory and compliance standards.
• Experience in a FCA regulated environment – Advantageous.
• Experience in banking/Insurance Financial industries- Advantageous.
• Customer focused and target driven.

Please respond with an updated copy of your CV.

Job Type: Permanent

Education:

• High School (matric) (Required).

Experience:

• Offshore CSA: 1 year (Required).
• Banking/Insurance/BPO Customer Service: 1 year (Required).