Financial Services Call Centre Agent

2 months ago


Cape Town, South Africa Merchants Full time

Financial Services Call Centre Agent

Purpose of Role

To deliver excellent customer services within the banking industry to satisfy customer requests, build customer relationships, develop, and retain customers; whilst inspiring confidence in their ability and confidentiality of information being dealt with.

First point of contact for OM Bank customers, taking inbound calls for, amongst other things, onboarding customers, processing payments, responding to customer enquiries, managing customer fraud queries and complaints, resolving customer issues, handling product requests, customer contact fulfilment, handling customer complaints and claims, and contact documentation with specific reference to different banking accounts.

Client Defined Services are:

(i) Conversations to understand customer needs; then (ii) Asking questions to ascertain the root cause of the issue or need

Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.

Knowledge & Education Essential
Matric/NQF Level 4 Qualification

Experience Essential
6 months Customer Service experience required

Experience Preferential
Call Centre experience preferred.

Skills Essential
Excellent English proficiency in both speaking and writing, 

Typing Speed 25wpm, 

Digital Literacy required,

Basic Credit Card Knowledge Required.

Skills Preferential
Knowledge of Economics or Accounting preferred. 

Attributes Essential
Problem Solving ,

Attention to Detail, 

Customer Service Orientation.

Attributes Preferential
Financial Services.

Shift Hours

Rotational shift: 9 hour

Monday to Sunday: 5 days on 2 days off.


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