Customer Services Representative

7 days ago

Hermanus, South Africa Exceed Recruitment and Human Resource Consultants Full time

**Reference**: CM 7035

**Consultant**: Christa Mostert

**Descriptions**:
Facilitate the surrender of customer retirement annuities held with South African based insurance companies.
Facilitate the surrender of all other customer held policies with South African based insurance companies.
Facilitate the transfer of customer section 14 funds and/or Preservation fund solutions and/or transfer of
pension to new retirement annuity.
Obtain final values for financial products (e.g., policies).
Identify and facilitate cancellation of cessions on customer policies and/or change of ownership.
Administer paid-up policies.
Handle communication with bank and/or insurer regarding cession cancellations and paid-up requests.
Execute retirement claims, retirement investments and deferred pensions.
Support Financial Planning and Investments specialist to institute new investment/s for customers.
Support Financial Consultants (FC) to obtain customer specific information regarding the insurance and/or investment products they have in South Africa. Work collaboratively with Financial Consultants (FC) on all matters that will enable value to be realised for the customer and roup alike.
Facilitate the FICA compliance requirements with the customer, identification, and verification of the client in
terms of natural person as primary customer.
Facilitate the opening of the relevant bank account for the customer and process on the Bidvest Bank API
system
Facilitate and obtain the required asset and liability documentation from the customer to enable us to apply
for the relevant Tax Clearance Status Pin
Facilitate and obtain the required Tax Residency Certificate from the customer. The certificate of tax residency
from the foreign revenue authority or a letter from the authority that indicated that the customer is regarded as a tax resident in that country is required by SARS to withdraw from a Retirement Annuity Fund.
Obtain sign-off from Financial Consultant/s (FC) on the processes to commence that will enable Group to meet their service outcome obligations as agreed to with customer/s.
Establish good customer report and maintain a professional relationship end-to-end.
Provide clear, accurate and consistent communication, enabling customers to respond with information, feedback,
documentation, etc. in a prompt fashion.
Guide and assist customers with the completion of their Personal Data Form (PDF) or similar.
Regularly follow-up with customers to reduce service turn-around time.
Keep customers informed on progress.
Connect customers with internal specialists (if necessary) and follow-up on progress of service rendered.
Ensure customer ‘notes’ are entered into CRM system.
Update electronic customer files with the appropriate documentation.
Adhere to Group customer communication guidelines.

**Qualifications**:
**Minimum requirement**: Grade 12 or equivalent.
Exposure to or theoretical knowledge of FAIS & FICA legislation required.
Minimum 2 years’ experience in a reasonably complex process-orientated environment, preferably within Financial Services industry recommended.
Tertiary qualification in Financial Services would be a definite advantage.
Knowledge and experience with sales techniques/strategies to meet customer/business needs and objectives.
Proven ability to be self-motivated and work autonomously, while also working successfully within a team.
Proven organisational skills including the ability to prioritise work to ensure deadlines are consistently achieved.
Strong attention to detail and follow through.
Excellent telephone manner and confident on the phone.
High degree of initiative and motivation.
Demonstrated inclusive, collaborative and engaging approach; including the ability to consult, facilitate, negotiate
and influence a broad range of people at all levels in a medium sized corporate environment.
An ability to work under pressure in a rapidly changing environment.
Solid stakeholder management skills and ability to develop trusted and enduring relationships with customers.
Sophisticated communications skills, both verbal and written (English and Afrikaans) with excellent grammar and
spelling.
Display an optimistic and positive approach in all areas of the business and view change as an opportunity to develop and grow.
Able to prioritize and plan multiple tasks and yet be flexible and adaptable in revising plans and priorities on short notice to achieve objectives.
Initiates action to achieve objectives within set deadlines and pro-actively takes responsibility for achieving work objectives and shows willingness to go the extra mile.
Able to reach a conclusion or decision, whether it be to further an investigation or for purposes of recommendation / escalation to management.
Able to tolerate and persevere in a reactive environment. The tolerance to deal with conflicting information. Displaying the perseverance, energy and drive to persist, despite interruptions and unforeseen / unexpected changes until task

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