Call Centre Consultant : AVAF Services Line at Absa

Job Description

• The purpose of the role profile is to provides customer service and handles support queries and requests to enhance the customers’ experience. Retains existing customers by providing world class service.

Key Accountabilities 

Accountability: Providing customer service and support 

• Answer inbound calls and respond to written queries timeously.
• Managing all queries through to resolution ensuring that first call resolution is adhered to at all times.
• Plan daily target goals and organize own administration.
• Maintaining accurate details and data of all queries.
• Providing product information to customers in line with standards and protocols.
• Take ownership and accountability of all telephonic and written queries.
• Adhere to prescribed turnaround times and escalate outstanding requests.

Accurately capture all information for MI (Management Information) reporting

• Resolve all complaints within agreed service level time frames.
• Escalate customer queries to the correct person in the relevant support departments.
• Do all customer call backs at agreed times.
• Provide status (resolved or not resolved) to the Team Leader.

Accountability: Strict adherence to risk and compliance 

• Authenticate existing and third party customers and meet security measures.
• Authenticate existing customers’ personal information as per the National Credit Act.
• Strictly adhere to all risk and governance policies and procedures.
• Support BSSA CSI initiatives.
• Adherence to financial services legislation.
• Comply with Risk and Control Activities and adherence.
• Comply with all Human Resources policies and procedures
• Understand and accept responsibility for all system access granted in line with all fraud risk management policies.
• Participate in survey (EOS) and in findings action plans.
• Adheres to principles of Treating the customer fairly (TCF)

Accountability: Training and self-development 

• Participate in all schedule training and multiskilling opportunities.
• Participate in coaching sessions.
• Owning and being proactive about own training and development.
• Participate in idea sharing through pitch in initiative.
• Complete all compliance training within prescribed timelines
• Read for understanding all circulars.

Education and Experience Required 

• Matric or equivalent NQF level 4
• Experience and exposure to Call service/Contact Centre environment
• Customer Service experience in AVAF Sales & Service Enablement environment
• No criminal record

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised