Call Centre Agent I
2 days ago
About us, purpose, experience and qualifications
**about us**:
- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing
**purpose**:
To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.
**experience and qualifications**:
- Minimum Qualification - Grade 12
- Preferred Qualification - Relevant Diploma
- Experience - 1-3 years Call Centre Agent Experience
- Person must not be an unrehabilitated insolvent
- **additional requirements**:
- NOTE - This is an office-based position based in Cape town
- Responsibilities: - Retain new members by upselling, smart negotiations and downscales - Receive and process all cancellations received. This could be in the form of either cancelations confirmed (Loans already cancelled by the clients) or cancellations requests (Loans which are active, and the client has the intention of cancelling). - Contact and attempt to retain clients by relationship building to minimize any future cancellations. - Perform client negotiations and reach a fair conclusion. - Give advice and render Intermediary Services to existing clients - Effective communication of information for clients. - Effective communication of information between departments. - Ensure that all clients details are correct (banking details, personal information and risk items), if the client is retained - Effectively validate client information and affordability (Credit knowledge and Skill) Requirements: - A minimum of Grade 12 Qualification - FSB recognised qualification or equivalent to Wealth Management (120 credits NQF Level 5) - Regulatory exam: Representative RE 5 - A minimum of 2 to 4 years' experience sales / retentions and credit role - Knowledge of the FAIS and FICA Acts.
**responsibilities**:
- Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service
- Demonstrate teamwork as a valued team player
- Assess own performance through seeking timely and clear feedback and request training where appropriate
- Contribute to innovation by finding faster and more accurate ways of working
- Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisation
- Build and maintain stakeholder relationships
- Address customer needs in order to meet or exceed customer expectations
- Act responsibly with work related resources to contribute to cost containment
- Resolve customer queries received through inbound calls
- Answer inbound calls in the eBucks call centre to provide product and service information to customers
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