Customer Service Specialist- Financial MB Night Shift
The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services. Responsibilities
Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:
Ensuring adherence to the DPA requirements within the CS environment
Providing transactional data both recent and historically Processing replacement card requests
Submitting Lost and Stolen requests including the immediate blocking of an account and updating the customer records with accurate information to ensure Fraud risk is minimal.
Updating customer records on request ensuring accounts are updated accurately
Processing cash advance requests
Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately
Closing customer accounts on request
Providing interest calculation advice on request
Providing correct and accurate advice in relation to accounts which are in a collections state and where necessary adding a promise to pay
Processing credit balance refunds on request
Setting up Direct Debits
Raising disputes through to the fraud department as per the agreed processes
Providing technical support for all online enquiries including the re-setting of accounts.
Submitting account blocks as and when required and ensuring adherence to company guidelines.
Processing Inbound applications and ensuring accurate data entry of customer details into the Transact systems
Ensuring appropriate letters are issued to customers based on their requests
Support the location of missing payments and raising through to the relevant areas to ensure customers’ accounts are processed accurately
Submitting pin requests
Ensuring all reasonable adjustment requests are processed and accurately recorded Processing additional cardholder and authorized user requests
Adhering to all compliance scripting Correspondence Responsibilities
Processing as above all customer written requests adhering to all compliance and DPA requirements
Using Econsumer to amend date of birth mis-matches and following strict procedural guidance.
Batch and record all volumes of customer correspondence
Processing credit limit reductions and rejections
Support the archiving process of correspondence
Ensuring copy statements are ordered and appropriately charged to the customer’s account
Additional Responsibilities:
As part of your continuous development you will be given the opportunity to be a buddy to new starters and champion new initiatives within the department. You will also be required to support business requirements and where necessary provide support to other areas of the business
Skills and Attributes · An excellent communicator (written and oral) · Ambitious. · Self-Motivated · Passionate about learning · Target Driven · Polite, co-operative and a friendly manner essential · Professional and welcoming · Strong customer focus · Excellent verbal communication skills · Ability to deliver excellent customer service experience · Ability to prioritise tasks · Proven ability to listen actively and to hear important information · Computer literacy · Strong negotiation skills · Curious, Team Spirited and Big Hearted · A positive mind set with a passion for continuous improvement · An exceptional driven and motivated individual with the passion to succeed in a fast paced environment · Have the ability to build rapport with Customers giving a human touch to the conversation Experience Education and Specific Training Work Experience Matric/ Equivalent Minimum of 6 months -12 months call Centre/ telephone sales experience Maintain campaign performance, quality, regulatory and compliance standards Experience in a FCA regulated environment – Advantageous Experience in banking/Insurance Financial industries- Advantageous Customer focused and target drive Please respond with an updated copy of your CV this is a nightshift role Job Type: Permanent Pay: R7 500,00 - R8 500,00 per month