Member Support Assistant (Digital Sales Contact Centre - Centurion)

Job Purpose

Provide effective and efficient office, administrative and customer/member support services in the inbound and outbound Contact Centre at the Digital Sales Department. The position is based at the iMasFinance Centurion Office.

Job Responsibilities

1. Manage inbound and outbound calls to and from customers/members and provide office administration.
2. Day-to-day handling of inbound call queries and inbound email queries.
3. Adhere to policies and procedures.
4. Resolve complaints received and manage customer service experience.
5. Maintain proper tracking of complaints.
6. Provide support to members, manage office, administration and clerical duties.
7. Transfer calls, take messages timeously and in a friendly manner.
8. Maintain and update office register for any items that need registering.
9. Ensure office health and safety standards are maintained and treat people courteously.
10. Issue paid-up letters and submit for approval.
11. Perform document control.
12. Capture financial transactions.
13. Maintain internal and external relationships including members, colleagues and management.
14. Adhere to Credit Policies and avoid Rollbacks.
15. Execute actions to mitigate risk/fraud.
16. All governance and legislative matters identified, agreed and adhered to.
17. Participate in peer and team learning initiatives.
18. Live the iMasFinance values.

Qualifications

1. Grade 12 with Mathematics and Accounting.
2. Office Administration Certificate or equivalent.
3. Credit Management or bookkeeping qualification is an advantage.

Experience

1. 2 years’ office administration experience.
2. 1 Year Operational Contact Centre experience.
3. Experience in a sales and customer service environment.

Knowledge And Skills

1. Knowledge of the financial industry & quality assurance.
2. Excellent telephonic and writing skills.
3. Time management.
4. Organized, attention to detail, fact finding, problem solving.
5. Listening skills.
6. Communication skills.
7. Multi-lingual including English.
8. Computer literate (MS Office, Outlook & Excel).
9. Team player.
10. Must be able to perform under pressure.