Consultant, Servicing

Standard Bank Group; Roodepoort; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Standard Bank Group is seeking a knowledgeable specialist to provide specialized support for insurance products and handle complex customer service requests. You will act as a first escalation point for queries and ensure timely resolution within service levels.

The role requires an NQF 5 qualification in FAIS Short Term Insurance and 3–4 years in Banking, Operations, or call center environments, with strong communication and problem-solving skills.

Qualifications

• 3–4 years experience in Banking, Operations, Channel, Call Centre, Helpdesk service support, Project implementation and management.
• NQF 5 qualification in FAIS Short Term Insurance.

Responsibilities

• Acknowledge, understand and resolve customer service requests, complaints and queries within specified timelines, or escalate as needed.
• Act as a subject matter expert on Insurance products and provide supervision on other products.

Skills

Insurance product knowledge

Client servicing

Problem solving

Education

NQF 5

FAIS - Short Term Insurance

Tools

Product Related Systems (Consumer Banking)

Job description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area (e.g. Network, subscriber billing, development). To be responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address, and therefore can be the first point of escalation for clients and frontline staff.Act as a subject matter expert on at least 1 Insurance Product as a skill and the other Insurance Products under supervision.

Type of QualificationNQF 5
Field of Study: FAIS - Short Term Insurance

Experience Required
Client Coverage
Insurance and Asset Management

3-4 years experience in Banking, Operations, Channel, Call Centre, Helpdesk service support, Project implementation and management.

Behavioural Competencies:

• Checking Things
• Conveying Self-Confidence
• Producing Output
• Resolving Conflict
• Showing Composure
• Taking Action
• Upholding Standards

Technical Competencies:

• Banking Process & Procedures
• Client Servicing
• Product Related Systems (Consumer Banking)
• Risk Management