Insurance Customer Support Consultant

We are an innovative, consumer-facing fintech specialising in providing fast loans, affordable insurance products and value-added services to our rapidly growing customer base. We are obsessed with customer experience, innovation and building great tech in our pursuit of delivering on our vision to be our customers' favourite digital financial services provider.

Our team consists of passionate individuals who work in multi-disciplinary teams, where our strength in execution lies in our teamwork. Collectively we have driven significant customer growth and profitability over the past 18 years. We focus on the detail, being hands-on and executing against our plans - a scale-up that thinks and executes like a start-up.

If you're looking for a place where you will have a positive impact on lives, learn more about and contribute to the Fintech industry, and be involved in multiple products, projects, and technologies, then look no further than FinChoice.

Purpose of the role

The ideal candidate for this role will be responsible for providing digital and voice services (Chats, Emails, and Internal/External calls) to new and existing customers, with a focus on retaining and generating business by delivering outstanding customer service and supporting the service teams. The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence. The successful candidate will be able to accept ownership for effectively solving customer and consultant' issues,

complaints and enquiries, keeping internal and external customer satisfaction at the core of every decision and behaviour.

Key Performance Areas

Delivering Customer Excellence on the digital channel

• Effectively manage all incoming customer queries on digital.
• Provide an empathetic, engaging, respectful, friendly, and professional service to enhance the customer's experience.
• Take accountability for each interaction by ensuring that it is resolved to the customer's satisfaction.
• Handle objections appropriately to ensure that positive results are achieved.
• Display empathy when addressing difficult queries by identifying the needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence: CSAT (Customer satisfaction) - strive and drive excellence in customer satisfaction scores by delivering world-class customer service on digital platforms.
• CES (Customer Effort Score)-ensures a seamless and efficient customer experience by minimizing the effort required to resolve queries.
• Focuses on ease of service by providing clear, efficient, and effective support.
• FCR (First Contact Resolution) - ensure that all customer queries are unpacked and investigated to ensure that wherever possible, the first response is the best.
• These key metrics may change over time as the business evolves.

Delivering Customer Excellence on the voice channel

• Effectively manage all incoming consultant queries.
• Provide an empathetic, engaging, respectful, and professional service towards our consultants.
• Highlight any coaching/training needs that consultants may require based on your assessment of the engagement.
• Effectively manage all incoming customer queries on all channels.
• Provide an empathetic, engaging, respectful, friendly, and professional service to enhance the customer's experience.
• Take accountability for each interaction by ensuring that it is resolved to the customer's satisfaction.
• Handle objections appropriately to ensure that positive results are achieved.
• Display empathy when addressing difficult queries by identifying the needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence SLA (Service Level Agreement) – always remain available on the scheduled platform.
• NPS (Net Promoter Score) - embodies the Finchoice ethos in customer interactions to ensure positive results in this area. Also seeking to improve any
• processes hindering performance in this regard (quality assurance) - ensure that the quality of the service provided to our customers are of a high calibre whilst ensuring that compliance is adhered to.

Achieving productivity measures

• Reach personal and team performance targets relating to productivity, adherence, timekeeping, and turnaround time on the digital and voice channels.
• Be consistently available to manage call transfers/tickets/chats by adhering to company protocols.
• Administer policies in an organized and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
• Proactively exploring ways to improve operational efficiencies.
• Effectiveness in diagnosing and resolving complex queries by reconfirming customers' queries, should the need arise.
• Average FRT (First Response Time) - ensure that our customers are responded to timeously, constantly seeking to raise the bar and optimize efficiency in response times whilst maintaining a high quality of service.
• Average resolution time- ensure that all customer queries and interactions are resolved within a specified time frame, constantly seeking to raise the bar by reducing resolution times whilst maintaining a high quality of service.

Meeting quality and conduct standards

• Focus on first contact resolution by ensuring the correct information is shared with the customer, for voice and digital channels.
• Ensure that compliance requirements are met.
• Logging and capturing all customer and platform information accurately.
• Adhere to internal systems, policies, and procedures.
• Behaving professionally towards customers and colleagues

Team collaboration

• Working effectively with other team members and departments.
• Escalating any challenges faced, timeously to not impact the customer experience.
• Contributing to team knowledge bases and sharing best practices.
• Supporting and assisting colleagues who reach out for support.