Home Loans BSSA Consultant Service Center - JHB at Absa

Provides customer service and handles support queries and requests to enhance the customers’ experience. Retains existing customers by providing world class service.

Job Description
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 timeframes.
• 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 adherences.
• 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 qualification
• Diploma/Higher certificate or NQF level 5 qualification is preferred
• At least 1-3 years’ experience and exposure to call/service/contact centre environment
• Experience working in a Home Loan’s call centre will be an advantage
• Collections experience in a Banking environment will be an advantage

Education

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