Senior Clerk: Il Client Service Business Retention

Description

1. **Attend to client queries.**
- Confirmation of Tickets Receive for External Replacements and Cancellations (Risk Policies)
- Review and confirm the reception of all necessary documents related to Refund requests.
- Follow-up on Debi check acceptance
- Facilitate a smooth refund process by verifying the presence of all required documents.
- Cancellation of Payment Method Change (CSO):

- Manage requests for cancellation of payment method changes promptly and efficiently. (Debit Order)
- Update records to reflect changes in payment preferences accurately. (Persal Resignations)
- Provide responsive customer service by accommodating changes in requests regarding payment methods.
- Review ASDIR Policy continuations

**2. Customer interactions.**
- Capturing Cancellations and Status Changes:

- Record and document cancellation requests and

status changes accurately in the system AIMS,
maintaining comprehensive records for audit and
compliance purposes.
- Ensure timely and precise capture of cancellation

details, including reasons for cancellation and any
associated actions taken.
- Facilitate seamless coordination between different

Departments or teams involved in processing
cancellations, promoting efficiency and effectiveness in
service delivery

**3.** **Processing refunds**
- Handle refund requests from customers with adherence to TCF principles, ensuring fairness and transparency throughout the process.
- Initiate the refund process promptly upon receipt of a valid request, acknowledging the customer's entitlement to a refund in accordance with applicable policies and regulations.
- Communicate refund procedures clearly to customers, providing guidance and assistance to facilitate a smooth refund experience and address any concerns or inquiries.
- Utilize (AIMS) to verify whether the client meets the eligibility criteria for a refund.
- Access relevant client records and transaction history on AIMS to assess the validity of the refund request and determine the appropriate course of action.

**Verifying Transactions for Accurate Refunds**:

- Review and analyze client transactions to confirm the accuracy of refund amounts and ensure compliance with refund policies and procedures.
- Conduct thorough verification of transaction details, including payment history and billing statements, to validate the legitimacy of refund requests.
- Employ quality control measures to mitigate errors and discrepancies in refund processing, safeguarding customer satisfaction and trust.

**Completion of Refund Spreadsheet and Submission to Manager**:

- Prepare a comprehensive refund spreadsheet detailing refund transactions, including client information, transaction dates, refund amounts, and relevant notes.
- Ensure the accuracy and completeness of the refund spreadsheet before submission, conducting thorough reviews to identify any errors or inconsistencies.
- Forward the completed refund spreadsheet to the designated manager for review and approval, following established protocols and timelines for submission.

**4. Utilization of CRM System**:

- Percentage of time spent actively using the CRM

system for transaction processing and customer
interactions.
- Number of CRM system functionalities utilized

effectively by the incumbent for managing customer
information, inquiries, and transactions.
- Adherence to CRM system usage policies and

protocols, measured by compliance rates and
feedback from QA.

**i. Observance of Agreed SLAs**:

- Percentage of transactions completed within the

agreed SLA of 7working days, demonstrating
timeliness and efficiency in service delivery.

**ii.** **Tasks**:

- Utilization of CRM System:

- Ensure consistent and thorough utilization of the CRM

system for managing customer interactions, enquiries,
and transactions.
- Regularly update customer records, notes, and activities in the CRM system to maintain accurate and up-to-date information.
- Leverage CRM system functionalities such as task

management, calendar scheduling, and reporting tools
to enhance productivity and efficiency.
- Observance of Agreed SLAs:

- Prioritize and manage workload effectively to meet or exceed agreed SLAs for transaction completion.
- Monitor transaction processing timelines closely, proactively identifying and addressing any delays or obstacles to meeting SLAs.
- Communicate transparently with stakeholders regarding SLA performance, providing updates and insights on transaction processing status and improvements.

**Requirements**:
**FORMAL EDUCATION**
- Matric

**TECHNICAL/ LEGAL CERTIFICATION**
- RE 5 (Advantage)
- 60 or 120 credits on NQF level 5 Wealth Management (Advantage)

**EXPERIENCE**
- 2 Years’ experience in client services administration

Work Level

Skilled

Job Type

Permanent

Salary

Market Related

EE Position

No

Location

Menlyn