OMF Service Centre Consultant

2 weeks ago


Pretoria, South Africa Old Mutual Full time

Description

This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts. Deal with clients via telephone in adherence to procedural, productivity and quality standards from a service Centre perspective. Provide excellent quality of information to clients. Take inbound or make outbound service calls, with outbound calls being made in accordance. with a predetermined schedule. Finalize service calls, with all relevant notes captured, where possible to reduce or eliminate after call handling/idle time. Attempt to resolve more complex queries and aim for first call resolution, but may escalate when necessary. Multi skilled across product and process relevant to the business area.

This role is involved in:

Verification of All Money Account (MA) Customers via IVR Updating Customer Information, setting up transaction notifications and providing documents (Transaction history, Statements, Confirmation letters)

Transactions:

Capturing Debit Order Disputes Increasing limits Voucher/Tokens for airtime and electricity resend Suspend accounts for Fraud Resetting pins and passwords Cancelling of stop order/recurring payments Ongoing due diligences (FICA/AML reverification)

General Enquiries:

Product information Support and assist with self-service navigation (APP, Internet Banking, Cell phone) Debit Check mandates (Accepting and resending) Real Time Clearance payments Setting up a stop order/recurring payments Escalations to Bidvest and Emid – Mobile app queries, ATM disputes, International disputes, Submitting Telegraphic transfers, etc. Servicing of Minor/POA accounts. Matric (Grade 12) Certificate Experience in Inbound customer service Contact Centre qualification or equivalency Problem – solving. Empathetic Personal mastery Emotional Intelligence Customer Service Service Etiquette Capable of handling Inbound and Outbound Calls Understanding of basic Banking regulations and compliance Understanding Digital Channel (App & Online) and its finer workings

Skills

Education

Closing Date

08 May 2024

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