Operations Consultant : Collections (Afrikaans Speaking)

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

TIH is seeking a customer service professional to retain customers and build relationships through understanding needs and offering fit-for-purpose solutions. You will handle inquiries, document data accurately, and adhere to regulatory standards while contributing to KPI-driven performance.

The role emphasizes upselling where appropriate and ongoing capability building to drive service quality and customer satisfaction.

Qualifications

• Matric or equivalent with FAIS regulatory exam 5 qualification.
• At least 2 years in a service/collections/retentions environment.
• Experience with complaint handling is advantageous.

Responsibilities

• Respond to client complaints and queries within agreed timeframes to ensure satisfaction and retention.
• Clarify customer needs and identify best-fit product offerings or upsell opportunities.
• Complete administration accurately and maintain data across systems.
• Understand and adhere to regulatory codes and internal procedures.
• Prioritise workload and use performance systems to improve KPI achievement.
• Develop capabilities through training and professional accreditation where relevant.

Skills

Customer service

Complaint handling

Communication skills

Education

Matric / Grade 12 / FAIS & Regulatory Exam 5 qualification

Job description

Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Providing effective customer service with the purpose of retaining customers and building strong customer relationships. Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

Customer Service

Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide a quality service to customers, both via telephone and email.

Customer Needs Clarification

Determine customer's core need, in an effort to meet their expectations from a customer and product offering point of view. Conducting needs analyses to identify most appropriate product offerings (upselling). Accurately identify the origin and reason for policy cancellations and apply effective and relative retention strategies and tools in order to retain customers.

Administration

Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.

Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure. Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

At least 2 years experience in a Service /Collections / Retentions environment. Advantageous: Complaint handling.