Client Services Team Leader | Waterfall, Johannesburg - Gauteng at PSG Konsult Ltd

Responsibilities:

• Supervision of workload of the team and allocation to team members to optimize service provision and administrative support across the hours of the contact centre
• Monitor and evaluate consultants´ activities and team operations
• Resolving internal and external queries from financial advisors and clients
• Communicating information regarding instructions, processes and procedures to advisors and clients
• Proactively retaining and attracting business by providing excellent service to advisors and clients
• Maintaining Monthly Attendance Record
• Maintaining Key Performance Activities (KPA)
• Performing and maintaining corrective actions where necessary to increase staff performance
• Panel-admin training of new staff
• Handling and resolving escalations, second call resolutions etc
• Drive bulk admin function communication (failed and unpaid annuities, advisor commission suspension etc)
• Identify opportunities and implement actions to streamline business processes
• Servicing and maintaining direct client and/or financial advisor base for Life and Investment Products
• Quality assurance of correspondence sent by the consultants telephonically or by email
• Online Enrolments
• Back up to team members where necessary
• Provide support to the Client Services Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.

Minimum requirements:

• Minimum qualification: Financial degree (NQF Level 6)
• Preferred qualification: Post-Graduate Certificate in Financial Planning (CFP®) (or studying towards)
• Minimum of 2 year experience in a Life/LISP Call Centre/Client Services environment
• Certificate/diploma in management (or studying towards)
• Professional and friendly telephone manner
• Good understanding of mathematical calculations
• Take initiative
• Excellent time management skills
• Ability to multi-task and have good organisational capacity
• Fully Bilingual (Business writing and speaking skills in Afrikaans and English)
• Problem solving skills
• Can work independently and as part of a team
• Apply sound judgement in query resolution
• Outcomes based training ability
• Natural leadership skills
• Detailed systems observation, attention to detail and solving arising problems.
• Ability to do performance calculations and reconciliations
• Approachable and supportive
• High ability to mediate and resolve dispute