Contact Centre Agents -Avbob Financial Services (Centurion) at AVBOB South Africa

Description

• We are looking for a dynamic Contact Centre Agent for our AVBOB Financial Services Division. You will be responsible for handling client inquiries across phone, email, and chat platforms, offering guidance on our financial products, and ensuring a seamless customer experience from start to finish.
• You will be working for a company that is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive remuneration package.  You will be working for an organization that values employee development and rewards excellent performance.
• Handle incoming calls and queries related to AVBOB’s financial services, ensuring quick and accurate responses.
• Provide updates on loan applications, disbursements, and product features.
• Guide customers through the online loan application process.
• Advise clients on loan products, qualifying criteria, and application requirements.
• Resolve general queries and escalate complex issues when necessary.
• Assist clients with requests related to:
• Settlement quotations
• Loan restructures
• Payment reversals
• Refinancing options
• Balance write-offs
• Loan account status
• Arrears or defaults
• Available payment methods
• Accurately capture all customer interactions and log them in the system.
• Send necessary documentation to verified client emails.
• Ensure all correspondence is tracked in accordance with AVBOB’s internal procedures.
• Liaise with internal teams (Credit, Operations) for resolutions and updates.
• Escalate unresolved or complex queries to relevant departments.
• Follow up on escalated queries until fully resolved or appropriately handed over.
• Meet or exceed individual and team targets for call handling time, customer satisfaction, and resolution rates.
• Participate in coaching, feedback, and training sessions to improve service delivery.
• Consistently deliver professional, client-focused service across all touchpoints.

Requirements

• Grade 12 (Matric)
• Minimum 1 year of experience in the lending industry or financial client service environment.
• Solid understanding of loan processes and financial product offerings.
• Strong communication and interpersonal skills
• Ability to work independently and take initiative
• Good problem-solving and analytical skills
• Client-focused with a strong service ethic
• Team player with a drive to meet targets and deliver results