Customer Service Agent – Financial Services - South Africa

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

Job Description

Engaging with customers through multiple channels to resolve their queries in a manner that meets and exceeds the needs of our customers and limits any reputational damage to the brand. This is done in line with our strategic intent, operational policies, and applicable regulations. The role forms part of the overall value chain in partnership with the multiple areas in the business to ensure we deliver best‑in‑class customer experiences throughout the end‑to‑end customer journey.

Key Responsibilities

• Perform appropriate customer verifications, assisting customers with their existing accounts
• Assist customers in navigating the website and troubleshooting any general user experience issues
• Raise issues back to the business via the appropriate forums/channels, enabling RCA and continuous improvement of customer experience
• Assess loan applications in accordance with company policy and processes, evaluating the authenticity of supplied documentation and matching the personal information with the customer
• Verify and make decisions on the income contained in the customer documentation uploaded, in terms of the business rules pertaining to income verification
• Achieve quality standards relevant to general customer support
• Review bank statements, pay slips, and calculate average income and other supporting documentation
• Achieve quality standards relevant to the income verification process
• Proactively identify and elevate potentially fraudulent accounts for investigation in accordance with company processes
• Process and verify refunds due to customers
• Multi‑task on different queues with varying complexities, assessing customers’ circumstances and making decisions to offer the most appropriate solution across channels (Applications; Emails; Telephones; Live Chat)
• Respond to customers’ mail and live chats by personalizing standard templates within set guidelines and SLA to provide a consistent service that the customer expects
• Identify financially vulnerable customers requiring assistance and provide relevant information
• Manage all vulnerable customers in line with company procedures, ensuring fair, transparent, and appropriate handling

Qualifications

Matric/Grade 12.

Experience Required

• Experience working in a customer service call centre environment and data processing
• Solid understanding of internet terminology, navigation and application
• Experience in a regulated environment is preferable

Behavioural Traits Required

• High degree of patience and assertiveness with excellent rapport‑building skills
• Positive contribution and leadership in team activities
• Takes pride in work, checks own for quality – lead by example
• Maintains effective time management
• Positive attitude and ability to influence and motivate others
• Effective emotional intelligence (EQ)
• Team player
• Flexible
• Self‑motivated