Service and Support Agent
The position requires an experienced and suitably qualified Service and Support Agent who is accountable, well spoken, and client service driven.
Must have experience in the investment industry and have financial advisory or brokerage experience.
Salary on offer is R120K ctc per annum max, including company benefits.
Please do not apply if you are not willing to work for this salary.
OBJECTIVE:
- Ensuring a full understanding of the process of onboarding new clients and the relevant requirements.
- Ensuring a full understanding of the Screening processes for new clients (Sanction Screening, ID/Registration No. Verification, Bank Verification, Risk Rating).
- Ensuring a full understanding of the different products we administer and their relevant Terms and Conditions.
- Ensuring a full understanding of the regulatory/FICA requirements for the different products we provide a service for.
- Assisting in developing the Service and Support team as well as the professional dealing with IFA’s/Investors.
- Ensuring a full understanding of the principles of TCF and how these translate into the overall objectives of the company.
- All employees are responsible for complying with the principles and practices of Information Security Management. It is incumbent on all employees to fully understand the policies of the company in ensuring the security of all information within the business.
- Supporting management in raising incidents, implementation of controls, processes and supporting tools to comply with and manage information security risks.
The position comprises delivery in the following areas:
- Support the Financial Advisors and provide them with detailed information regarding their clients’ portfolios;
- Managing the support Centre, in terms of monitoring inbound calls from participants with regards to the client platform;
- Assist the Financial Advisors in resolving difficult queries;
- Tracking participant inquiries;
- Monitor relationship between Support Centre and administration teams to ensure effective contact centre performance to the FSP’s;
- Ensure on-going increased knowledge of products;
- Ensure that Support Centre provide quality customer service on every call;
- Responding to queries received via email in a professional and efficient manner;
- Organise and prioritise duties;
- Identify and understand the specifics of each FSP query;
- Ensure appropriate and timeous resolution of all FSP queries.
Experience:
- 2 years call centre industry experience;
- Experience in a brokerage and or dealing with brokers with financial advisor experience;
- Experience in onboarding of clients / FSP’s and their respective requirements.
Qualifications:
Relevant tertiary qualification or suitable experience.
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