Contact Center Consultant at Silica

About the job

The Role

The role requires an experienced, self-starter at a Senior level Contact Centre consultant who will own the resolution of rejected cases and the collection of outstanding requirements, and who will provide Clients with a full exceptional start-to-end experience. This consultant will be expected to take accountability and can be relied on to look after internal verification, investor or broker contacts, constantly assesses risk, without requiring high levels of oversight and management. The individual would need to perform Outbound contact functions and resolve outstanding items with urgency and accuracy.

Purpose of the role:

• Receipt and analysis of rejections with the objective of resolving this during the first touch

• If the investor/financial advisor/Client needs to be contacted, follow the standard process of call-back, email, rejection, as per the Client’s processes

• If the work item has risk processes to be verified, these must be checked within the Client’s documented risk framework

• Follow up procedures to collect and review information including the monitoring of results e.g., suspend functionality on the relevant systems

• Drive a customer centric culture to achieve start-to-end experience and agreed SLA’s

• Maintain consistent and stable performance i.e., deadline driven with a zero tolerance for errors and breaches

• Communicate and manage outstanding documents/requirements needed to process instructions

You will be required to:

• Have a full understanding of the start-to-end processes and relevant business rules

• Manage client expectations

• Be curious and innovative in driving continuous improvements

• Have an aptitude to learn processes and become technically competent on all our systems

• Be quality orientated with a 100% accuracy rate within the robust turnaround time

• Have high standards of performance for self, assuming responsibility and accountability for successfully completing tasks i.e., self-imposing standards of excellence

• Maintain consistent high levels of activity and effectiveness when experiencing changes in the workplace i.e., process, automation, structure, etc.

• Actively participate as a team member and contribute to the success of the team and achievements of its goals which includes being willing to assist team members during high volume periods to ensure that deliverables are achieved

• Manage time effectively and efficiently i.e., all work received must be completed by end of day

• Continuous self-development and learning to improve self and processes

• Setting a stellar example by always living the Silica/FNZ values, always fostering healthy teamwork, always taking full responsibility/accountability for the outcomes of the client service experience, always acting with flawless integrity, always striving for continuous improvement in all aspects of the service experience process

Skills and Experience

Prior Work Experience / Background:

• Minimum of 2 years working experience within the Financial Services/Investment industry

• Minimum of 2 years working experience in a Contact Centre environment (especially Outbound) is essential

• Consistent track record of professional client experience in a dynamic industry

• Good understanding of unit trust funds and the applicable regulation and legislation that govern these

Technical / Special Requirements:

• Be fully competent on the MS Office suite (Excel, Word and Outlook) essential

• Excellent comprehension of English Language, both written and verbal

• Excellent communication and writing skills

Educational Requirements:

• Minimum of Matric

• Relevant degree/diploma advantageous