Flexi-Perm Contact Centre Agent

Lesaka Technologies Inc.; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Lesaka Technologies Inc. is seeking a customer-focused Flexi-Perm Contact Centre Agent to drive digital migration, activation, and sales support for customers. The role emphasizes cross-selling complementary products to meet customer needs while enhancing the overall experience.

The candidate will handle regulatory checks, account servicing, and customer inquiries, while adhering to FAIS guidelines and TCF principles, and will contribute to a high-performing, compliant contact centre.

Qualifications

• FAIS compliance with honesty and integrity.
• RE qualification and appropriate professional credentials.
• NQF level 4 minimum with preferred level 5+.
• Experience in a contact centre or financial services desirable.

Responsibilities

• Takes accountability in customer engagement to identify customers' needs.
• Performs regulatory checks for customers, including FICA, POPIA, and NCR requirements.
• Aids customers with account servicing and account origination.
• Oversees client services, including the sale of loans and insurance, and addresses client inquiries.
• Converts identified leads into successful sales.
• Educates customers on the correct digital channels to maximize channel optimization.
• Connects with customers by living up to our HIGH FIVE brand promise and activation on onboarding.

Education

NQF Level 4 Qualification

NQF Level 5 Qualification (FSP)

Regulatory Examination (RE) Qualification

Business Diploma/Higher Certificate (NQF Level 6)

FAIS Compliant

Microsoft Office proficiency

Computer literate

Self-management ability

Job description

Company Overview

Lesaka is a leading South African financial technology company. We deliver financial services to consumers (B2C) and merchants (B2B) in Southern Africa through our proprietary banking and payment technologies. We offer banking, lending and insurance products to consumers and cash management solutions, bill payment technologies, value-added services, business funding and card acquiring solutions to formal and informal retail merchants.

Job Description

Lesaka is a leading South African financial technology company. We deliver financial services to consumers (B2C) and merchants (B2B) in Southern Africa through our proprietary banking and payment technologies. We offer banking, lending and insurance products to consumers and cash management solutions, bill payment technologies, value-added services, business funding and card acquiring solutions to formal and informal retail merchants.

Description

We are looking for a customer-focused and results-driven Flexi-Perm Contact Centre Agent to join our team. This role focuses on driving digital migration, ensuring customer activation, providing sales and service support, and identifying opportunities to cross-sell complementary products that meet customer needs and enhance the overall customer experience.

Key Responsibilities

Customer

• Takes accountability in customer engagement to identify customers' needs.
• Uses systems to establish the authenticity of customers and avoid dealing with, or compromising information to, unauthorized persons.
• Performs regulatory checks for customers, including FICA, POPIA, and NCR requirements.
• Aids customers with account servicing and account origination.
• Oversees client services, including the sale of loans and insurance, and addresses client inquiries.
• Refers matters outside the operational mandate to the Team Leader.

People

• Adheres to the principles of teamwork.
• Allows themselves to be guided and supported by senior team members.

Finance

• Ensures revenue is generated by meeting agreed sales targets.
• Retains customers by providing client service and resolving complaints and queries timeously.
• Prevents account closures and operational losses by following laid-down compliance procedures.

Process, Risk, Regulatory & Compliance

• Complies with FAIS guidelines (Honesty and Integrity).
• Operates within the Code of Conduct.
• Adheres to Treating Customers Fairly (TCF), FICA, POPIA, and NCR guidelines.Refers matters outside the laid-down scoring criteria to the Team Leader.
• Operates within stipulated levels and limits.
• Collates information regarding systems, clients, and processes to aid the improvement of the overall client experience.

Sales, Service & Performance

• Converts identified leads into successful sales.
• Ensures activities support cost containment and reduction.
• Educates customers on the correct digital channels to maximize channel optimization.
• Connects with customers by living up to our \"HIGH FIVE\" brand promise at all times. Converses with customers in a way they fully understand and provides helpful solutions and products based on their needs.
• Ensures activation is a priority during onboarding.
• Always conducts themselves in an ethical manner.
• Adheres to the TCF (Treating Customers Fairly) principles in all activities.
• Optimizes every customer interaction to migrate cash transactions and/or convert customers to digital and self-service channels.
• Resolves all customer queries efficiently and within agreed timelines.
• Achieves sales and service client retention by managing activities as listed in the Sales and Service operational requirements.
• Complies with procedures and processes contained in the relevant business guidelines and understands the risks associated with decisions.
• Fulfils transactions above the benchmark set while providing an exceptional customer experience.
• Demonstrates behaviour in support of organizational values.
• Takes accountability for own performance, personal development, and career growth.
• Maintains the ability to adapt to ever-changing business and customer needs.
• Contributes to the overall effectiveness and success of the team.
• Improves knowledge and competencies by completing role-specific training.

Qualifications

• Minimum Qualification: NQF Level 4 Qualification.
• Preferred Qualification: Relevant NQF Level 5 Qualification as prescribed by the Financial Services Board.
• Regulatory Examination (RE) Qualification.
• An appropriate recognized Business Diploma or Higher Certificate at NQF Level 6.
• Experience: 1-2 years related experience.
• FAIS Compliant.

Knowledge, Skills & Abilities Required

• Microsoft Office proficiency.
• Computer literate.
• Ability to manage self effectively.