CUSTOMER CARE CONSULTANT - BANKING - Johannesburg

• Matric or equivalent
• 1 Years Call Centre / Customer Care experience an advantage
• The ability to comply with company policies and procedures
• Sound working knowledge of all the Standard Operating Procedures applicable to the Customer Care environment
• Sound understanding of the requirements with regards to the FICA legislation
• The ability to perform the administrative functions attached to a specific job such as correspondence, documentation management and general administration
• Advanced business communication skills enabling verbal and written communication at all levels
• The ability to utilise the correct computer software and the relevant functionality applicable to the outcomes required
• The ability to interact with people at all levels in and outside the organisation

• The ability to pay attention to a speaker, interpret the information and take it into account when taking action or to act on it in a sensible manner
• The ability to execute outputs with exactness and precision thereby eliminating errors - attention to detail is key
• The awareness of the customer needs and expectations and the fulfilment of the customer needs and requirements
• The ability to determine deadlines and execute outputs accordingly without exceeding target dates
• The ability to act in a tactful and respectful manner at all times
• The ability to feel enthusiastic, interested and committed to do something or have the effect on other people
• The ability to answer or make calls prudently and treat the recipient with respect
• The ability to multitask, work well under pressure and have problem solving skills
• Financial Administrative Support

- Ensure operational efficiency with:

Allocations

- Allocation of deposits that reflect on bank statements

- Reconciliation of Deposits

- Manual allocation of automated successful deposits not credited to customers account

Withdrawals

- Printing of all withdrawal Requests

- Removal of funds Online, Branch & Agency

- Capturing and Payment

- Reconciliation of Withdrawals

- Payment of WC Branches EFT Requests

Administration

- Management of inboxes, tickets, and chats on Hubspot

- Summaries & Journals

- Web Admin Updates

Balancing

- Daily Balancing of bank statements with all transactions

- Daily Balancing of automated payments

• Customer Service

- Provide excellent Customer service and identify opportunities for continuous improvement by:

- Resolving Customer Complaints/queries

- Logging, monitoring, and escalating all complaints/queries/customer feedback

- Delivering a 98%+ SLA

Information Storage and Reporting

Ensure all reports e.g., dashboard, service logs, summaries, journals, etc. policies and procedures are stored and kept up to date on share point

Ensure all payments are systematically filed

Permanent access to all portals, banks, and strict confidentiality of logins/passwords

APPLICATIONS: