Customer Service Agent

20 hours ago

Randburg, South Africa iSON Xperiences Full time

**Job Title**:Investor Line Agent** Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â**

**Melrose Arch/Randburg**

**                 Fixed term contract            ;                  Â**

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**Job Purpose**:
**Job Objectives**:

- Provide clients with information and resolution regarding investment enquiries.
- Communicate SLA, processes and business rules pertaining to products and service
- Assistance with our digital platforms including driving our digital platforms
- Transfer calls appropriately to the relevant areas
- Identify, research and resolve customer service problems
- Adhere to contact centre schedule
- Deal with the all queries across the entire STANLIB product range
- Follow the escalation process
- Log all calls
- Where requested ensure that all management instructions are adhered to where service delivery is impacted
- Ensure that interaction with clients/investors is recorded on workflow

**Experience** Â Â Â
- Minimum 1 years industry related experience
- Minimum 1 year call centre experience or customer service
- Knowledge of customer service principles and practices
- BankingÂ

**Education**
- Matric
- Bcom or studying towards

**Job related knowledge**
- Financial Services Industry Knowledge
- legislative
- Extensive STANLIB Product Knowledge
- Extensive STANLIB Fund range Knowledge
- Excellent understanding of business rules and processes
- Comprehensive system knowledge '† Compass, Sillica, Workflow, Online
- Computer skills

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**Job related skills**
- Extensive product knowledge of the STANLIB product range.
- Excellent understanding of the business rules, processes and procedures at STANLIB.
- Systems Knowledge
- Must keep up-to-date with legislation changes e.g. FICA, FAIS, etc
- Achieve 85% pass on assessments
- Ensuring that all external communications is in keeping with the above standards
- General understanding of markets, global trends and how that affects our products performance

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