Client Care Specialist: Multichannel & Verification

WNS; Cape Town; On-site; ZAR 167,400 - 245,520; Full time

Job summary

WNS in Cape Town seeks a customer service specialist to engage with customers across channels, resolve queries, and uphold the brand’s reputation while complying with policies and regulations.

You will verify customer information, assist with account navigation, assess loan income documents, respond via email/chat, and help identify fraudulent activity while delivering consistent service within SLAs.

Qualifications

• Matric/Grade 12 is required.
• Experience in a customer service call centre environment is preferred.
• Experience in a regulated environment is preferable.

Responsibilities

• Perform customer verifications and assist customers with existing accounts.
• Assist customers in website navigation and general UX troubleshooting.
• Raise issues to the business to enable RCA and improvements.
• Assess loan applications and verify income per policy and documents.
• Verify income against business rules and customer data.
• Maintain quality standards for general customer support.
• Review documents like bank statements and pay slips to assess income.
• Identify potentially fraudulent accounts for investigation.
• Process and verify refunds to customers.
• Multi-task across queues and channels (Applications, Emails, Telephones, Live Chat).
• Personalise responses within templates to maintain consistent service.
• Support vulnerable customers with appropriate information and handling.

Skills

Patience

Assertiveness

Rapport-building

Team leadership

Time management

Positive attitude

Influencing others

Emotional intelligence

Team player

Self-motivation

Education

Matric/Grade 12

Job description

WNS in Cape Town seeks a customer service specialist to engage with customers across channels, resolve queries, and uphold the brand’s reputation while complying with policies and regulations.

You will verify customer information, assist with account navigation, assess loan income documents, respond via email/chat, and help identify fraudulent activity while delivering consistent service within SLAs.