Job Description
- You will be responsible for handling, resolving and responding to inbound queries via voice, email and web-chat correspondence
- A Handle and resolve reconciliation items as well as refer to procedure manuals when processing requests.
- You will also need to update standard letters and documents for dealing with Customer queries.
Duties and Responsibilities
- Provide settlement quotes
- Request Deal adjustments (due date, change in structure of finance agreement, e.g. term, monthly premium or balloon payment)
- Natis requests ( Necessary checks regarding receipt of payment and preparation of documentation)
- Change of banking details ( verification completed)
- Updating personal particulars of clients against required (e.g., telephone, email and physical addresses)
- Exit letters ( assess stability before processing)
- Substitution of goods ( Verification of required information, e.g. invoice and insurance to be checked )
- Providing remittances
- Loading of beneficiaries ( assessment and verification of documents provided)
- Request refunds (IPA and Automated refunds)
- Escalate processing of additional finance on current finance agreement e.g. motor plan / warranty extensions ( advise process, gather relevant information and documents, application captured)
- Bank Recon (Settlements and Allocations)
- Assist walk in customers.
- Handle Deliveries and Returns of Natis.
- Courier delivery/collect follow ups.
- Investigate and resolve related account queries / complaints
- Liaise with clients, dealers, Insurance and other internal departments
- Request write-offs/yellow slips
- Ad-hoc duties when required
- Encourage survey uptake and drive excellent customer service