Customer Service Agent – Financial Services - South Africa

Job Description

Engaging with customers through multiple channels to resolve their queries in a manner that meets and exceeds the needs of our customers and limits any reputational damage to the brand. This is done in line with our strategic intent, operational policies, and applicable regulations. The role forms part of the overall value chain in partnership with the multiple areas in the business to ensure we deliver best‑in‑class customer experiences throughout the end‑to‑end customer journey.

Key Responsibilities

• Perform appropriate customer verifications, assisting customers with their existing accounts
• Assist customers in navigating the website and troubleshooting any general user experience issues
• Raise issues back to the business via the appropriate forums/channels, enabling RCA and continuous improvement of customer experience
• Assess loan applications in accordance with company policy and processes, evaluating the authenticity of supplied documentation and matching the personal information with the customer
• Verify and make decisions on the income contained in the customer documentation uploaded, in terms of the business rules pertaining to income verification
• Achieve quality standards relevant to general customer support
• Review bank statements, pay slips, and calculate average income and other supporting documentation
• Achieve quality standards relevant to the income verification process
• Proactively identify and elevate potentially fraudulent accounts for investigation in accordance with company processes
• Process and verify refunds due to customers
• Multi‑task on different queues with varying complexities, assessing customers’ circumstances and making decisions to offer the most appropriate solution across channels (Applications; Emails; Telephones; Live Chat)
• Respond to customers’ mail and live chats by personalizing standard templates within set guidelines and SLA to provide a consistent service that the customer expects
• Identify financially vulnerable customers requiring assistance and provide relevant information
• Manage all vulnerable customers in line with company procedures, ensuring fair, transparent, and appropriate handling

Qualifications

Matric/Grade 12.

Experience Required

• Experience working in a customer service call centre environment and data processing
• Solid understanding of internet terminology, navigation and application
• Experience in a regulated environment is preferable

Behavioural Traits Required

• High degree of patience and assertiveness with excellent rapport‑building skills
• Positive contribution and leadership in team activities
• Takes pride in work, checks own for quality – lead by example
• Maintains effective time management
• Positive attitude and ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player
• Flexible
• Self‑motivated

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