Call Centre Agent Fraud D - FirstRand Bank

purpose

Telephonic communication with the client base to provide accurate product information in line with standards protocols.

responsibilities

• Drive significant growth and profitability in the context of cost management.
• Manage costs/expenses within the approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
• Resolve all customer queries efficiently and within agreed timelines.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Ensure all communications with clients are professional, resulting in compliments.
• Ensure client investigation deadlines are met and the consultant keeps the client continually in the loop.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in the Call Centre.
• Ensure that all issues or feedback arising out of client contact is accurately recorded on the CRM system.
• Report on required Call Centre activities and deliveries to improve business results.

experience and qualifications

• Minimum Qualification: Grade 12.
• Experience: 2 years related experience.
• A person must not be an unrehabilitated insolvent.

additional requirements

• In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.