Coordinator-Banking Operations-Collections
EXLCape Town, Western Cape, South Africa17 hours ago
Job descriptionHandling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards. Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes. Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears. Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them. Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption. Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary. Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly. Accurate data entry into systems and maintaining thorough records. Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management. Identifying opportunities for process and service improvements and discussing these openly with your manager.
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Coordinator-Banking Operations-Collections • Cape Town, Western Cape, South Africa
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