{"id":17704,"date":"2014-05-13T12:36:12","date_gmt":"2014-05-13T10:36:12","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=17704"},"modified":"2016-11-10T13:39:22","modified_gmt":"2016-11-10T11:39:22","slug":"call-centre-agent-vacancy-alexander-forbes","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/call-centre-agent-vacancy-alexander-forbes.html","title":{"rendered":"Call Centre Agent Vacancy at Alexander Forbes"},"content":{"rendered":"
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.<\/span><\/p>\n Formal Qualifications<\/strong> <\/p>\n Required Experience<\/strong> <\/p>\n Main Purpose \u00a0<\/span>Key Performance Areas <\/p>\n
\u2022 Minimum Matric \/ Grade 12 – with Mathematics\u00a0<\/span>
\u2022 Possess, or studying towards Retirement Industry or Wealth Management Industry Qualifications and or relevant industry related qualifications.<\/span><\/p>\n
\u2022 1 – 2 years experience in a client servicing environment<\/span>
\u2022 Experience in the Retirement Fund or LISP Product Administration will be an added advenatage<\/span>
\u2022 Legislative Knowledge specific to Living Annuity Administration<\/span>
\u2022 Sound knowledge of Regulations in terms of Pension Fund Act, Income Tax Act & Long Term Insurance Act, including FSB & SARS directives<\/span>
\u2022 Kowledge of Compass system<\/span>
\u2022 Kowledge of Microsoft CRM<\/span>
\u2022 Kowledge of MS Excel for analysis & reporting<\/span>
\u2022 Can use Microsoft Word & Outlook effectively<\/span><\/p>\n
\n<\/span><\/strong>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.<\/span>
<\/p>\n
\n<\/strong><\/span>
Client Services
\n<\/strong>\u2022 Fielding and resolving client queries (non-advice related)<\/span>
\u2022 Every contact with a client is an opportunity to ensure that we have the most updated details of the client on our systems<\/span>
\u2022 Attend to daily mail, e-mails, faxes, tasks and walk-in clients<\/span>
CIC Telephone Lines
\n<\/strong>\u2022 Ensure calls are answered within 3 rings<\/span>
\u2022 Use appropriate greetings and courtesies<\/span>
\u2022 Ensure adequate availability of FP’s prior to changing to an unavailable status\u00a0<\/span>
\u00a0 Ensure appropriate CIC status’s are used correctly e.g. available, Admin, lunch, etc.<\/span>
Admin related tasks
\n<\/strong>\u2022 Death claims – obtain and follow up on req’s<\/span>
\u2022 Recoding\u00a0<\/span>
\u2022 Withdrawals – obtain and follow up with client<\/span>
\u2022 AFRF\/Seamless – follow up with clients for return of DGP, then allocate to FP<\/span>
\u2022 Value \/ Statement requests<\/span>
\u2022 Tax certificate requests<\/span>
\u2022 Static contact details<\/span>
\u2022 All admin related tasks<\/span>
\u2022 Ensure correct labeling of documents attached to CRM<\/span>
\u2022 Retention requests to consultants\/planners<\/span>
Behavioral competencies (Interpersonal and Intrapersonal)
\n<\/strong>\u2022 Confident<\/span>
\u2022 Assertive<\/span>
\u2022 Ability to persuade and influence<\/span>
\u2022 Professional and mature business attitude<\/span>
\u2022 Client Service Orientation<\/span>
\u2022 Ability to manage expectations<\/span>
\u2022 Self awareness<\/span>
\u2022 Resilient<\/span>
\u2022 Responsible & accountable<\/span>
\u2022 Resourceful problem solver<\/span>
\u2022 Effective Communication<\/span>
\u2022 Results- Orientated<\/span>
\u2022 Ability to interact with Clients<\/span>
Technical
\n<\/strong>\u2022 Strong knowledge of the AFCT Business<\/span>
\u2022 Strong knowledge of Client Services<\/span>
\u2022 Strong Business acumen<\/span>
\u2022 Excellent oral & written communication skills<\/span>
\u2022 Ability to multi-task<\/span>
Cognitive Competencies
\n<\/strong>\u2022 Analytical Thinking<\/span>
\u2022 Problem Solving<\/span><\/p>\n