Operations Consultant - Gauteng at Telesure Investment Holdings (TIH)

RESPONSIBILITIES

Customer Service

• Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution.
• Provide a quality service to customers, both via telephone and email.

Customer Needs Clarification

• Determine customer’s core need, in an effort to meet their expectations from a customer and product offering point of view.
• Conducting needs analyses to identify most appropriate product offerings (upselling).
• Accurately identify the origin and reason for policy cancellations and apply effective and relative retention strategies and tools in order to retain customers.

 Administration

•  Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.
• Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.

 Personal Capability Building

•  Keep abreast with current changes in internal policies and procedures.
• Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
• Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Requirements

EDUCATION

• General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognized qualification (Advantageous); Class of Business Certification (Advantageous), CPD (where relevant)

EXPERIENCE

• General Experience At least 2 years experience in a Service /Collections / Retentions environment. Advantageous: Complaint handling.