Shareholder Services Consultant - Asset Reunification
Listing reference: jse_000568
Listing status: Online
Apply by: 18 October 2024
Position summary
Job category: Banking, Finance, Insurance. Stockbroking
Contract: Fixed Term Contract
Remuneration: Market Related
EE position: Yes
About our company
WHY JOIN THE JSE? The JSE recognises that its success and strength depend on the quality of its employees. We are committed to fostering a culture of continuous learning and high standards of performance. Our employee wellness programme is designed to encourage work-life balance for employees. We naturally seek to empower staff and encourage diversity and opportunities for all.
Introduction
Includes but not restricted to handling inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their enquiries. Assisting shareholders with opening up of Sharehub accounts and processing unclaimed dividends.
The successful candidate will carry out the following duties:
- Ensuring that all calls are answered and the minimum requirements in terms of the productivity criteria is met, 80% of calls answered within 20 seconds and that the abandonment rate does not exceed 5% daily/weekly/monthly & yearly.
- Assist shareholders with opening of Sharehub accounts and guiding them through the unclaimed dividends processes with regards to the Asset Reunification Project.
- Logging of various tickets and call loggings in aid of Asset Reunification.
- Ensures quality output is above 90% monthly.
- Ensures that the agent is seen to be actively offering CSI to at least minimum 50% of total calls received monthly.
- Ensures that the agent is seen to be actively offering & opening Sharehub Boxes to at least minimum 50% of total calls received monthly.
- Obtains shareholder information by answering telephone calls; assisting shareholders process their unclaimed dividends; verifying information on the online trading platform.
- Ensure Daily Trades are put through correctly and on time. (Agent to leave only when all trades are passed).
- Ability to manoeuvre between different CRM’s (example Insta & Fortress/Management system) and databases.
- Ability to log calls and results accurately on SharePoint after every interaction with a shareholder should it be a job requirement.
- Ability to work through the SPS system accurately.
- Ability to assist shareholders on Investor Centre & Sharepoint.
- Assist shareholders with resetting passwords and usernames.
- Determines eligibility by comparing shareholder information to requirements and set processes and procedures.
- Establishes FICA and other Contact Centre requirements which will aid payments for the unclaimed dividends & other monies due.
- Assist in Adhoc duties within the Contact Centre and walk in centre when needed.
- Informs clients by explaining procedures; answering questions; providing information.
- Maintains communication equipment by reporting problems.
- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
- Accomplishes organization mission by completing related results as needed.
Qualifications: - Matric
- Preferably a Certificate in Customer Service
Experience: - 1 year contact centre experience
- Ability to work under pressure and deadline driven.
- People Skills
- Has a clear understanding of call centre metrics
- SLA driven
Skills Required: - Verbal Communication, Phone Skills, Listening, Accurate Data Entry Skills, People Skills, Informing, Customer Focus, Customer Service, Attention to Detail, Professionalism, Multi-tasking, Timekeeping
- Experience in Inbound / Outbound Call Centre
- Basic to Intermediate Microsoft Package skills
- Handle queries and escalations to completion
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