Correspondence Agent

-Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 116-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 9 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.
Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions, and life insurance.
Role Purpose

Provide an effective and efficient service to clients by receiving, evaluating, and responding to telephonic/written/face-to-face enquiries within stipulated Service Level Agreement requirements.
Requirements
- Matric or equivalent
- Minimum of 2 to 3 years experience in dealing with client queries
- Strong Communication skills (Verbal and written)
- Ability to distill critical information out of a communication
- Strong Customer Service and problem-solving orientation
- Proficient in English and another official South African language (e.g. Zulu, Xhosa, etc.)
- Solid stakeholder engagement skills (internal & external)
- MS Office Suite (Word, Excel)
Duties & Responsibilities

**INTERNAL PROCESS**
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative / compliance requirements in the service process.
- Identify and report process and system failures and enhancements to improve client experience.

**CLIENT**
- Investigate client queries within the agreed service level and ensure that the client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after-sales services.
- Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.

**PEOPLE**
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry, and legislation knowledge.
- Contribute to continuous innovation through the development, sharing, and implementation of new ideas.
- Take ownership of driving career development.

**FINANCE**
- Contribute to the financial planning process within the area.
- Identify opportunities to enhance cost-effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Competencies
- Analyse and processes information.
- Asks probing questions.
- Strives to find solutions to problems.
- Writes fluently when documenting facts and focuses on fact-finding.
- Understands arguments logically.
- Builds rapport and puts people at ease.
- Is eloquent and explains things well.
- Stays calm and tolerates stress and remains composed when dealing with pressure.
- Is target focused, reliable, and meets deadlines.
- Behaves ethically and justly.
- Is discreet and maintains confidentiality.
- Meets commitments by acting with integrity.
- Shows drive and invests personal energy.

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.