Card Assistant

**Main purpose of the job**

Develop and maintain excellent relations with new and existing customers resulting in increased levels of customer satisfaction. This is to be achieved through proactive and reactive communication with our customers in relation to all card related queries.

**Card Management**
- Provide daily contact to Clients regarding expired cards and ensure that clients are contacted back within the stipulated TAT.
- Provide daily communication with card delivery service (TCG) regarding incorrect address and unreachable clients and ensure same day resolution of all queries.
- Assist both internal and external clients with all card related queries
- Escalating consultants queries to TCG if card is with TCG and ensure same day resolution.
- Tracking cards that have been delivered to wrong addresses
- Issuing temp cards and recording into the relevant database, ensure that all temp card reasons are documented.
- Conduct outgoing calls within the determined SLA per card campaign type.
- Explain products and update customer details in the relevant system.
- Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs
- Identify opportunities to turn dissatisfied customers into happy customers
- Identify new business processes that could be introduced or suggest modifications to existing processes that could further improve customer satisfaction.
- Report regularly to manager on all activities relating to the role.
- Identify, research, and resolve customer issues using the computer system
- Follow-up on customer enquires not immediately resolved, within determined SLA’s
- Follow and adhere to customer care processes, procedures and protocol
- Recognize, document and alert the supervisor of trends in service breakdowns
- Recommend process improvements
- Other duties as assigned from time to time.

**Quality, Consistency and Compliance**
- Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
- Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
- Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
- Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board, and the Financial Services industry.

**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

**Minimum Academic, Professional Qualifications & Experience required for this position**
- Grade 12 with English and a second language
- 1-2 years working experience in insurance administration would be highly advantageous
- Meet FAIS Fit & Proper requirements
- In-depth knowledge of Insurance industry

**Functional Competencies**
- The ability to handle multiple tasks simultaneously and effectively prioritize tasks
- Strong interpersonal, communication, time management and organizational skills.
- Excellent customer service attitude.
- An excellent and consistent eye for details.
- Ability to communicate in English language.
- The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward

**Essential**
- Evaluating problems
- Investigate Issues
- Creating innovation
- Building Relationships
- Communicating Information
- Showing Resilience
- Adjusting to change
- Giving Support
- Processing Details
- Structuring Tasks
- Driving success

**Behaviors**
- Energy
- Passion
- Respect for others
- Honest and Fair
- Creativity
- Entrepreneurial Orientation
- Positive Attitude
- Courage
- Tenacity
- Achieves Results