Call Centre Consultant - Standard Bank

Job Purpose

• To answer incoming calls efficiently and accurately giving quality service to our internal and external customers
• To attend to customer’s queries in an efficient and professional manner
• To handle Credit Life claims queries and where necessary refer to policy terms and conditions
• Escalate any customer concerns to Team leaders or senior consultants to improve on customer relations
• To amendment Level life policies as per customer request (e.g.: debit date, reinstatements, policy cancellations, banking details amendments and / or dependents)
• To be receptive to multi skilling functions in other areas
• To be knowledgeable and conversant about Obligatory Disclosures and / or policy terms and conditions
• Attend all training scheduled by Business Support

Key Responsibilities/Accountabilities

• Resolves insurance related queries and complaints from customers;
• Facilitates the development of customer and business loyalty through relationship management and consistently portray a professional corporate image in accordance with the values of SBIB and SBSA.
• Ensures that SLA is met
• Adhering to Turn around times

Outbound call centre adherence

• Participation in ad hoc campaigns as determined from time to time by Contact Centre Management and Product owners
• Application of defined business processes in carrying out tasks and doing so in line with contact centre best practice laid down by Contact Centre Management.
• Monitoring of personal performance relative to contact Centre productivity requirements
• Ensure favourable CEM/NPS ratings by consistently promoting quality interactions with customers and prospective customers.
• Personal development through involvement in mentorship, training and guidance provided by Team leader and Contact Centre Management.
• Ensure productivity requirements are adhered to


Risk and Compliance

• Adheres to SBIB and SBSA code of conduct in relation to promoting and being a brand ambassador;
• Adheres to all operating procedures and processes to avoid professional indemnity exposure and reputational risk;
• Adheres to scheduled times and achieve compliance of 95%.
• Adheres to TCF Habits during conduct with customers.

Key performance measures

• Achieve 100% productivity and following all procedures and processes (lowering the risk of P.I. claims);
• Adhere to SLA for all workstreams through efficiency and effectiveness
• Increase in retention volumes by generating leads
• Achieve QA score of a min of 97%
• Adhere to sunset clause to increase Customer Service
• Handle a minimum of 50 calls per day in a professional and effective manner
• Ensure that the set target of less than 3% abandonment rate is maintained
• Meet and exceed the average score of 95% on compliance
• Adhere and live the customer engagement principles (SMILE)
• Full participation in Leadership Index and other surveys
• Ability to handle and execute customer queries efficiently, timeously and in a professional manner
• Maintain and / or exceed a set target of 97% on call audits
• Adhere to call centre best practises by maintaining the daily average staffed time of 7 hours 10 minutes.
• Complete and pass all Network Next learning assessments
• Ensure participation in all CEMS related activities and initiatives

Problem solving, planning and decision making

• Identifying Problems and Improvement Areas
- Find solution to customers’ queries/ complaints and liaise with Senior Consultant, Tele-Servicing (Inbound) for advice on how to resolve those issues;
- Dealing with difficult/irate customers effectively and passing to Senior Consultant, Tele-Servicing (Inbound), Team Leader, Tele-Servicing (Inbound) or Manager respectfully, only if unsuccessful;
- Identify improvement or problem areas and give feedback to Management by using initiative
- To ensure that all turnaround times and deadlines are met, call backs to be completed and promises to customers kept;
- Ability to manage personal workload and be able to analyse customers’ queries within short time spans
- Be knowledgeable in all aspects of the company, so that customers can be assisted immediately even if not your department (taking ownership)

Planning

• Planning in line with job requirements
- Proactive planning on a daily, weekly and monthly basis in relation to schedules and time keeping ensuring that customer queries are resolved timeously.
• Flexibility towards the smooth operation of the business
- Breaks --- work according to workforce management schedules so that the contact centre is running smoothly with a low abandonment rate;
- Must be flexible to assist with overtime when necessary & assist other teams within our department & within SBIS;
• Short term planning: planning of own work load daily
• Long term planning: planning weekly and monthly scheduling to resolve customer queries.

Decision making (Typical decisions)

• Customers
- Ability to make immediate decisions without jeopardising the customer relationship and the Bank’s integrity;
- Ability to make decisions about customers’ insurance risks and apply the correct and suitable cover.
• Processes and Procedures
- Decision making normally within parameters specific to policy cover;
- Must be able to take the initiative to make decisions unilaterally and seek assistance/authorization from management when required;


Preferred Qualification and Experience

Minimum qualifications
• Grade 12;
FAIS compliant 120 credits
• RE compulsory
• FAIS Fit and Proper Qualification (Advantage)
• Minimum of 1-year insurance industry experience;
• Minimum of 1-year call centre/telephone experience (essential)

Knowledge/Technical Skills/Expertise

• Long -Term Insurance knowledge (essential);
• Product and Service knowledge (advantage);

How to apply for this:

APPLY HERE