Back-office Senior

7 months ago

Cape Town, South Africa Lead Capital Group Full time

ROLE PURPOSE:
The primary purpose of this position is to aid and assist management with daily tasks and responsibilities catering to the department as a whole. The specifics will be listed below. The senior will also dually function as an agent.

KEY ACCOUNTABILITIES. RESPONSIBILITIES OF ROLE

Senior:

- Monitoring all incoming tickets within the department, assigning queries, reviewing all tickets backlog with agents, & monitor the progress. Ensuring the agents are following ticket protocol and following up with agents and departments who are not.
- Government Fee File: Daily review of the government fee file and monitor the progress of payments. Sending payment links and tracking and confirming progress on the payments as per RCIC instructions.
- Assigning and monitoring all parent-child tickets associated with Freshdesk that correlate to the back office department. Including follow-up and progress check-ins with the agents once the task is completed and the ability to close the tickets.
- Facilitate and assist with training new and old recruits using proper onboarding & teaching materials.
- Facilitate all collection payments: Clients who are above 70% who have not completed the retainer fee should be collected and sent to retention weekly.
- Review and monitor agent KPI: Analyzing daily the leads on a deeper level per agent. Tracking pending submissions, and how closely agents are to meeting daily, weekly, and monthly goals.
- Creating a close relationship with MDC CA staff to facilitate communication between departments, and act as a liaison to step in when needed accordingly.

Case Officer:

- The case officer will use appropriate information sources and will refer only when necessary while engaging in developmental advising from the start to the end of the process.
- Contact and schedule regular appointments with clients when in need of assistance
- Meet assigned deadlines and communicate case progress/status/issues to supervisor.
- Demonstrate flexibility and initiative regarding assignments for self and team
- The case officer understands the importance of reaching his/her goals and achieving KPI. This includes, but is not limited to, a minimum of 5 clients being submitted to the Canadian government monthly.

Academic Advisor:

- The responsibility of an academic advising is to assist students in the client's growth and development by constructing meaningful educational plans which are compatible with their life goals.
- An academic advisor is knowledgeable of institutional regulations, policies, offerings, and procedures and is continuously striving to learn more about different academic programs throughout Canada that may benefit our clients.
- Help students define and develop realistic educational career plans.
- Provide a list of options of schools that identify with the client's abilities and interests.
- Proactively contact and be available for student advisees regularly
- Obtain a minimum of four LOA per month.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED
- Excellent oral and written communication skills
- Superior interpersonal skills
- Ability to take initiative and work independently.
- Exceptional organizational skills
- Strong knowledge of industry standards
- Confident and charismatic approach to people
- Extremely motivated and self-driven personality
- Ability to work in a competitive and stressful environment.
- Computer and tech literacy
- Advanced
- Competence in using Microsoft Office, CRM, and Google Drive
- Strong analytical skills with a keen eye for detail
- Research skills
- Mature Personality & Career Oriented
- Night shift in the office

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