Customer Service Representative

**Title**:Customer Service Representative**

Our client, based in **Hermanus,** is looking to hire an **Customer Service Representative** to join their company, in the **financial industry**, **as soon as possible.**

**Job overview**:
The Customer Services Representative (CSR) is a key member of the Sales & Operations team reporting to the Team Leader. The role is responsible for end-to-end delivery of customer outcomes and will facilitate and administer processes necessary to achieve mutually agreed customer outcomes. It will furthermore act as conduit between business and customers (after customer accepts quote for service/s), taking responsibility to ensure information is supplied to the company in a prompt fashion whilst keeping customers informed on progress until outcomes are successfully achieved. The incumbent will liaise with customers, internal staff, external service providers and partners.

**Key responsibilities**

Insurance
- 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.
- iSupport 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 the company alike.

Onboarding and Banking
- 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 source of funds documentation from the customer
- Follow up and confirm on Bidvest Bank accounts to be funded
- Facilitate and obtain South African Reserve Bank approval as required
- 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.

**Requirements**:

- Minimum requirement: Grade 12 or equivalent.
- Tertiary qualification in Financial Services would be definite advantage.
- Exposure to and/or theoretical knowledge of FAIS and FICA legislation.
- Minimum two years’ experience in a reasonably complex process orientated environment, preferably within the Financial Services industry.
- Knowledge and experience with sales techniques/strategies to meet customer/business needs and objectives.
- Confident communication with clients.
- Ability to distil complex issues into succinct and easily understood language to convey key messages.
- Relationship management with various stakeholders (establish, develop, and maintain relationships)
- Strong interpersonal skills coupled within a resilient yet enthusiastic life disposition, including the ability to remain calm in dynamic situations and project with sunny poise and aura.
- Excellent collaboration skills to deliver cohesive outcomes.
- Excellent networking skills and the ability to interact confidently with stakeholders at different levels.
- 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.
- 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.

**Area**: Hermanus, Western Cape.

**Salary**:R16 000-R39 000 CTC per month and depending on experience