Customer Service Consultant

2 weeks ago

Centurion, South Africa Hello Group Recruitment Full time

**Job Advert Summary**:
The Customer Service Consultant will be a crucial member of the customer and client service team, responsible for managing both inbound and outbound calls. This role involves handling customer inquiries, verifying and requesting source of funds documents, and accurately capturing detailed information into the bank's ticketing system. Additionally, the consultant will be responsible for authenticating customers when their banking information changes and ensuring a high level of customer satisfaction while managing their assigned tickets.

**Minimum Requirements**:

- Matric Certificate
- Customer service qualification (Advantageous)
- Knowledge of CRM Bank, OS ticket and Core Banking systems
- Multiple Languages (Advantageous)
- Experience in customer service (Financial industry)
- Computer/Mobile Literate
- International Remittance product knowledge.

**Duties and Responsibilities**:
**Key responsibilities**

**Inbound & Outbound Calls**:

- Handle inbound customer inquiries and proactively manage outbound calls related to source of funds requests.
- **Compliance**: Ensure all processes follow the bank's compliance guidelines, particularly related to anti-money laundering (AML) and Know Your Customer (KYC) regulations.
- **Customer Service Excellence**: Maintain a high level of professionalism and customer service in all interactions to ensure customer satisfaction and loyalty.

**Client authentication**:

- Authenticate customers when there is a change in their banking information, following security protocols to protect client data.
- 2-part Verification of client: voice call and video call the client
- Attending to incoming calls

**Ticket Management**:

- Manage and prioritize daily tickets assigned by the team, ensuring timely follow-up with customers to request source of funds and resolve any issues.
- Request and verify source of funds documents from clients in compliance with the bank’s policies and regulatory requirements.
- Regularly follow up on tickets at least once a week.
- **Document Verification**: Check the accuracy and authenticity of the source of funds documentation provided by clients.
- Cross reference information, verify Bank statements, ID’s, POPS’ and payment notifications.
- **Data Entry**: Accurately capture and record detailed information received from clients into the bank’s ticketing system.

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