Agent: Contact Centre, New Business at AfroCentric Group

Job description

About the Role

We are looking for RE 5 candidates that will be responsible for selling financial products, rendering excellent service, follow ups, handle outbound calls and answer all telephone queries efficiently and effectively.

Who we are looking for:

Type of person

The candidate must be able to meet sales delivery objectives, Provide specific, factual and correct progress / feedback to all stakeholders, be able to drive influence, have a sense of urgency, must be able to deliver results and must be able to effectively work others.

Experience:

1 - 2 years call centre experience, preferably in the medical and/or insurance industry

Qualifications:

Matric, Call Centre, Representative Examination 5 (Must Have RE5 ), Wealth Management (120 Credits)

What you will do:

• Client service delivery and quality
• Adhere to Sales target delivery and Quality standards set out by compliance and regulatory bodies
• Follow procedures and cooperate with peers and leader for best possible service delivery
• Compliance and Risk Management
• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
• Financial Management
• Contribute to cost savings within the department to assist with financial goals and targets
• Operating Model
• Meet sales delivery objectives
• Engage, face to face, with clients to ensure swift resolution of queries and provide required customer service
• Provide specific, factual and correct progress / feedback to all stakeholders
• Take ownership of all queries, pre-assessments, submission of claims and printing of membership cards
• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
• Operational Implementation of Strategy
• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
• Stakeholder Management
• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in

Competency Requirements:

Attribute

• Must be target driven
• Interpersonal Sensitivity
• Team Work
• Assertiveness
• Strategic awareness
• Adaptability
• Delivers Results
• Self-motivated

Knowledge

• Knowledge of scheme rules and contractual negotiations
• Knowledge and application of processes and procedures
• Knowledge and application of relevant legislation

Skill

• Demonstrates Customer Focus
• Demonstrates Creativity
• Conflict Management
• Computer Technology Skills
• Communication Skills
• Business Writing Skills
• Relevant systems knowledge and application
• Attention to Accuracy and Detail
• Numerical Ability
• Problem Solving
• Customer Focus