Job Purpose:
Responsible for effective and efficient administrative functions in the member support department with attention to detail.
The role further requires excellent customer service to members of the Co-Operative in a contact centre environment.
Essential functions:
- Handling of queries received from member via all communication channels
- Preparation and issuing of border letters, paid-up letter and refunds in line with related Standard Operating Procedure
- Perform document control
- Reconciliation of member accounts
- Processing of financial transactions
- Processing and allocation of bank payment and credit balances
- Confirmation of Insurance Cover
- Attend learning and development courses. Participate in peer and team learning initiatives
- Handling rewards enquiries
- Promoting and assisting members to register and logon to various iMasFinace self-help portals
Qualifications:
- Matric with Accounting (essential/minimum) and Mathematics (advantage)
- Call Centre qualification will be an advantage
- Credit Management or Debt Collection qualification will be an advantage
- 2 years of call centre experience (Preferably financial institution)
Knowledge and Skills:
- Multi-lingual including English
- Relationship management skills (internal and external)
- Well Spoken
- Problem solving ability; good listening skills
- Excellent communication skills both verbal and written promoting a positive customer experience
- Assertiveness and negotiation skills
- Basic accounting/math skills required
- Computer literate (MS office & Excel)
- Basic knowledge of the POPIA act
- Ability to perform under pressure
- Code 8 drivers’ license