Call Centre Agent Vacancy at Alexander Forbes

Posted on :

13 May, 2014

Category :

Call Centre Jobs in South Africa

Alexander Forbes Financial Services is looking for a Call Centre Agent – Client Servicing Contact Centre to assume the role of a client servicing consultant within the call centre environment.

Formal Qualifications
• Minimum Matric / Grade 12 – with Mathematics 
• Possess, or studying towards Retirement Industry or Wealth Management Industry Qualifications and or relevant industry related qualifications.


Required Experience
• 1 – 2 years experience in a client servicing environment
• Experience in the Retirement Fund or LISP Product Administration will be an added advenatage
• Legislative Knowledge specific to Living Annuity Administration
• Sound knowledge of Regulations in terms of Pension Fund Act, Income Tax Act & Long Term Insurance Act, including FSB & SARS directives
• Kowledge of Compass system
• Kowledge of Microsoft CRM
• Kowledge of MS Excel for analysis & reporting
• Can use Microsoft Word & Outlook effectively


Main Purpose
To increase number of clients, number of investment accounts and assets under management, in a range of products & portfolios catering for various investment needs, by providing excellent service, and doing so as efficiently as possible while managing risk.

 Key Performance Areas

Client Services
• Fielding and resolving client queries (non-advice related)
• Every contact with a client is an opportunity to ensure that we have the most updated details of the client on our systems
• Attend to daily mail, e-mails, faxes, tasks and walk-in clients

CIC Telephone Lines
• Ensure calls are answered within 3 rings
• Use appropriate greetings and courtesies
• Ensure adequate availability of FP’s prior to changing to an unavailable status 
  Ensure appropriate CIC status’s are used correctly e.g. available, Admin, lunch, etc.

Admin related tasks
• Death claims – obtain and follow up on req’s
• Recoding 
• Withdrawals – obtain and follow up with client
• AFRF/Seamless – follow up with clients for return of DGP, then allocate to FP
• Value / Statement requests
• Tax certificate requests
• Static contact details
• All admin related tasks
• Ensure correct labeling of documents attached to CRM
• Retention requests to consultants/planners

Behavioral competencies (Interpersonal and Intrapersonal)
• Confident
• Assertive
• Ability to persuade and influence
• Professional and mature business attitude
• Client Service Orientation
• Ability to manage expectations
• Self awareness
• Resilient
• Responsible & accountable
• Resourceful problem solver
• Effective Communication
• Results- Orientated
• Ability to interact with Clients

• Strong knowledge of the AFCT Business
• Strong knowledge of Client Services
• Strong Business acumen
• Excellent oral & written communication skills
• Ability to multi-task

Cognitive Competencies
• Analytical Thinking
• Problem Solving


How to Apply

Click here to apply online

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