Agent Processing & Fulfilment (12 month contract)
MAIN PURPOSE
The core purpose of this role is to provide customer service and
account support for New Business and Existing Customer as well as WW Staff.
This includes card delivery, FICA verification, loan draw downs and other
general account management. This happens across multiple channels (Multimedia,
Outbound Chase, Whatsapp). The agent is required to effectively resolve the
customers query, while ensuring key metrics are adhered to and that quality
service is provided consistently.
KEY RESPONSIBILITIES
- Monitoring and Reporting
- Accurate Data Capturing
- Customer Service
- Stakeholder Management
Requirements
KEY COMPETENCIES
MINIMUM QUALIFICATION
- Matric / Grade 12 / NQF Level 4
Qualification
EXPERIENCE
REQUIRED
- 1 – 2 years call
centre or back-office processing experience.
- Experience in the
Processing & Fulfilment Agent role is a distinct advantage
- Experience and knowledge of WFS products would be an advantage.
- FICA, Card logistics/back office and banking experience is
advantageous.
ADDITIONAL
REQUIREMENTS
- Preferred knowledge of
Visa Credit Card Product.
- Preferred knowledge of
customer relationship management systems (Trim, Customer Central, CASA,
CAMS, WFO, OM4, OpenText and UTi Track and Trace).
- Excellent Analytical
skills.
- Computer Literacy –
Microsoft.
- Knowledge of all
Sanctions and AML Policies and Procedures including the ID and
Verification Business Rules.
- Ability to track
delivery through vendor’s tracking system (Fusion and Track & Trace)