Department
Procera – Financial Services (Loans)
Position
Customer Services Specialist Agent
Start Date
12 August 2024
Fixed Term
Training Agreement
Reports To
Customer Services Team Leader
Purpose Of The Job
Our Client is a well-known provider of short-term personal loan products to South African consumers and prides itself in the delivery of consistently high-quality service when responding to queries addressed via phone and email. The role holder will provide Specialist support to the broader team and business, including call escalations and social media interventions (Facebook and Instagram) and will also process reckless lending, prescribed debt, and debt review cases. They will also handle other work types managed by the team to remain proficient in all aspects of the function’s workflow.
Minimum Qualifications And Experience
- Matric or relevant NQF Level 4 qualification or higher
- Minimum 3 years successful experience in a Customer Service role, ideally gained within a Financial Services environment within a BPO
Job Responsibilities
Handling call escalations from Agents and flagged social media interventions (Facebook and Instagram). The role holder will also process reckless lending, prescribed debt, and debt review cases as a specialist within the team, whilst keeping up to date with all other work types and processes delivered through the team.
Competencies Required
- Strong verbal communication
- Strong written communication
- Problem-solving skills
- Attention to detail when reviewing information
- Ability to follow prescribed process steps in line with company requirements and ensure all records are accurately maintained.
- Flexible approach to handling a variety of work types
- Empathetic with friendly & professional telephone etiquette
- A positive, professional, and flexible attitude to work
- Teamwork
Profile
- Positive and enthusiastic approach
- Previous successful customer service experience essential
- Strong communication skills (Verbal and written)
- Enjoys resolving queries and providing customers with solutions
- Ideally some similar financial services experience will be an advantage
FAIS Or NON FAIS
Salary, incentives & commissions: TBC
Working Hours
- Monday to Friday 07:00 – 18:00
- Saturday 08:00 – 13:00
- Occasional Sunday mornings and slightly later finishes M-F at peak of month.
To apply, please forward CV and covering letter explaining how your aspirations, skills, and experience match the role requirements to:
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