Financial Services Customer Support Specialist

Teleperformance; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. The role aims to safeguard, develop and enhance customer loyalty by providing excellent customer services and by offering knowledgeable information about significant products and services.

As part of our recruitment process, shortlisted candidates will sign consent forms to undergo credit and criminal checks, with references required.

Qualifications

• Minimum of 6-12 months experience in a service/Insurance driven BPO environment.
• Experience in the Financial Service Industry or similar Regulated Industry - Preferred.
• Proven Experience in delivering excellent customer services to internal and external customers.
• Maintain campaign performance, quality, regulatory and compliance standards.
• Experience in the insurance industry.

Responsibilities

• Responding to inbound customers and colleagues.
• Customer support agents are responsible for helping each customer find the appropriate solution for their situation.
• Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact.
• Queries to identify, qualify and close.
• Understanding customers' reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business.
• Striving for First Call Resolution on every contact.
• Working closely with service colleagues to raise service standards by escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.
• Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand.
• Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance. Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements.
• As part of working in the financial sector, you will be required to maintain customer accounts including taking fees, payments & interest.
• Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That's why we'll encourage you to be yourself in our fast-moving, fast-growing business.
• adhere to FCA conduct rules
• Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.

Skills

Customer service

Insurance knowledge

Regulated industry

Communication skills

Problem solving

Attention to detail

Team collaboration

Multitasking

Education

Matric or equivalent

Job description

Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. The role aims to safeguard, develop and enhance customer loyalty by providing excellent customer services and by offering knowledgeable information about significant products and services.

As part of our recruitment process, shortlisted candidates will sign consent forms to undergo credit and criminal checks, with references required.