Client Services Team Leader

2 weeks ago

Midrand, South Africa PSG Financial Services Full time

At PSG Wealth, we are committed to delivering exceptional client experiences and providing tailored financial solutions. As a Client Services Team Lead, you will play a pivotal role in ensuring our clients receive top-notch service and support. You will lead a team dedicated to building strong client relationships, resolving inquiries efficiently, and ensuring client satisfaction remains our top priority.

**Responsibilities**:

- Supervision of workload of the team and allocation to team members to optimize service provision and administrative support across the hours of the contact centre
- Monitor and evaluate consultants´ activities and team operations
- Resolving internal and external queries from financial advisors and clients
- Communicating information regarding instructions, processes and procedures to advisors and clients
- Proactively retaining and attracting business by providing excellent service to advisors and clients
- Maintaining Monthly Attendance Record
- Maintaining Key Performance Activities (KPA)
- Performing and maintaining corrective actions where necessary to increase staff performance
- Panel-admin training of new staff
- Handling and resolving escalations, second call resolutions etc
- Drive bulk admin function communication (failed and unpaid annuities, advisor commission suspension etc)
- Identify opportunities and implement actions to streamline business processes
- Servicing and maintaining direct client and/or financial advisor base for Life and Investment Products
- Online Enrolments
- Back up to team members where necessary
- Provide support to the Client Services Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.

**Minimum requirements**:

- Minimum qualification: Financial degree (NQF Level 6)
- Preferred qualification: Post-Graduate Certificate in Financial Planning (CFP®) (or studying towards)
- Minimum of 2 year experience in a Life/LISP Call Centre/Client Services environment
- Certificate/diploma in management (or studying towards)
- Professional and friendly telephone manner
- Good understanding of mathematical calculations
- Take initiative
- Excellent time management skills
- Ability to multi-task and have good organisational capacity
- Fully Bilingual (Business writing and speaking skills in Afrikaans and English)
- Problem solving skills
- Can work independently and as part of a team
- Outcomes based training ability
- Natural leadership skills
- Detailed systems observation, attention to detail and solving arising problems.
- Ability to do performance calculations and reconciliations
- Approachable and supportive
- High ability to mediate and resolve dispute

PSGs commitment to transform and embrace diversity is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce. In achieving our employment equity goals, we give preference to applicants from designated groups, and we encourage people with disability to apply.

**Job Type**: Permanent

**Education**:

- Bachelors (preferred)

**Experience**:

- Team Leader: 3 years (preferred)

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