Job Openings at Weaver Fintech Ltd

Purpose of the role

• The ideal candidate for this role will be responsible for resolving customers insurance queries telephonically and through the electronic query resolution system, capturing and processing insurance related claims and handling of complaints. You will need to continuously provide an exceptional customer experience with a view to retain existing business

Key Performance Areas

• Provide an exceptional customer experience
• Appropriately manage all customer queries
• Ensure a polite, friendly, efficient and professional service is provided at all times
• Take responsibility for all calls (emails) by ensuring that advice is always given in the customer’s best interests by enhancing customer delight
• Handle objections appropriately to ensure that positive results are achieved
• Effectively deal with difficult queries and customers, avoiding formal complaints
• Improve the customer experience and service delivery by providing excellent customer service

Resolve customer queries/claims and complaints effectively and efficiently

• Attend to logged customer queries in line with query resolution principles established by the company
• Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries
• Make contact with internal departments and external parties in order to gain further information or seek solution to customer queries
• Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
• Improve the customer experience and service delivery by providing excellent verbal and written customer service

Meet operational efficiencies

• Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks with regards to FAIS, FICA, TCF and POPIA
• Meet acceptable query type production levels and query resolution ratios
• Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
• Always ensure that any outstanding tasks are up to date
• Adhere and meet all service level agreements targets
• Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
• Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks

Adhere to quality standards 

• Always make sure that the correct information is relayed to customers
• Acquire and accurately capture all necessary information
• Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
• Adhere to policies, procedures and all business standards and requirements

Qualifications & Accreditations

• Grade 12 / Matric or Equivalent
• RE 5 Financial Services Board mandatory regulatory examination successfully completed
• FAIS accredited at NQF Level 4

Experience & Skills

• Minimum of 2 years Insurance Customer Service experience within a Contact Centre
• Effective communication skills (verbal and written)
• Must be able to work shifts, weekends and public holidays
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone etiquette

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Role Overview

• The ideal candidate for this role will be responsible to provide an inbound telephonic Service and Sales to new and existing customers with a view to retaining and generating business by providing outstanding customer service.
• The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.
• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, enquiries, generating sales and leads and keeping customer satisfaction at the core of every decision and behaviour.
• Position will be based at our offices in Wynberg, Cape Town.

Key Responsibilities

• Effectively manage all incoming customer queries on voice.
• Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer’s experience.
• Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
• Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
• Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence – CEI (customer experience), QA (quality assurance).
• Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service.
• Be available to take calls by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
• Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
• Proactively exploring ways to improve operational efficiencies.
• Focus on First Contact resolution by ensuring the correct information is shared with the customer.
• Ensure that compliance requirements are met across all platforms.
• Logging and capturing all customer and platform information accurately.
• Adhere to internal systems, policies, and procedures.
• Working effectively with other team members and departments.
• Escalating any challenges faced, timeously to not impact the customer experience.
• Contributing to the teams knowledge base and sharing best practices.
• Proven track cord of meeting sales targets, Inbound and Outbound.
• Strong understanding of financial products, especially loans, and experience in selling insurance or funeral-related products.

About You

• Matric / NQF 4 Must have.
• 4 years proven Sales experience (Loans and/or Insurance products).
• 3 years Customer Service experience.
• Effective communication skills (verbal and written)
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone etiquette
• Client-driven / centric attitude
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Exceptional diligence with a thorough approach to work
• Excellent listening and interpersonal communication
• Conducts themselves in a professional manner
• Collaborator but able to work independently
• Comfortable working in an agile environment
• Has the maturity to take accountability for their outputs
• Knowledge sharing using emotional intelligence in an empathetic yet impactful manner
• Problem solving ability
• Has the ability to approach demanding situations with empathy.

What We Offer

• The opportunity to work across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.
   

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Role Purpose

• Own and grow the commercial performance of the lending portfolio, finchoice Loans and MobiMoney, by understanding the customer, finding opportunities in the funnel, and turning insight into marketing decisions that grow applications, funded loans and customer value.
• This is a product marketing role, not a campaign coordination role and not a Head of Marketing role. The Marketing Manager spends their time on the questions that move the numbers: why conversions are changing, where customers drop off, which journeys need fixing, which campaigns to prioritise, what customers are telling us, and how to grow customer value. They turn the answers into recommendations for leadership.
• They spend very little time chasing artwork, loading campaigns, building project plans, scheduling emails or coordinating approvals. That work belongs to the Marketing Campaign Specialist.

Department and Reporting Line

• This role sits within the Growth & Engagement division and reports to the Executive: Growth & Engagement.
• The operating model deliberately separates commercial ownership from campaign execution. The Marketing Manager decides what needs to happen and why. The Marketing Campaign Specialist decides how it is delivered and when it launches. This role briefs, prioritises and guides execution. It does not run production.

Ownership Structure

Executive: Growth & Engagement - Owns the Strategy

• Responsible for growth strategy, commercial priorities and portfolio direction, including investment decisions, cross-product strategy and executive stakeholder management.

Marketing Manager (This Role) - Owns the Performance

• Responsible for product marketing performance, customer insight and customer journeys, including campaign priorities, product positioning, commercial recommendations, marketing optimisation and stakeholder alignment.

Marketing Campaign Specialist - Owns the Delivery

• Responsible for campaign execution and production, workflow and asset management, creative coordination, compliance approvals, scheduling and launches, and project management.

How the Role Spends Its Time

• Approximately 30% of the role is focused on product marketing and commercial performance.
• Approximately 25% of the role is focused on customer journey optimisation.
• Approximately 15% of the role is focused on customer insight and research.
• Approximately 15% of the role is focused on performance analysis and reporting.
• Approximately 10% of the role is focused on stakeholder management.
• Approximately 5% of the role is focused on executive presentations and planning.

Core Responsibilities

Product Marketing Ownership

• Own the commercial marketing performance of the lending portfolio. Be accountable for customer growth, conversion, engagement, retention, cross-sell and marketing effectiveness. Translate business objectives into clear marketing priorities.

Customer Journey Optimisation

• Own the ongoing optimisation of the end-to-end customer journey: acquisition, onboarding, abandoned journeys, lifecycle communications, retention, reactivation and cross-sell. Identify friction, quantify its impact and recommend improvements. Work closely with CRM and the Campaign Specialist to implement enhancements.

Customer Insight

• Build a deeper understanding of the customer than anyone else in the business through surveys, customer interviews, complaints, behavioural analysis, call listening, competitor monitoring and market trends. Turn that insight into concrete marketing improvements.

Performance Analysis

• Monitor performance across campaigns, channels, customer behaviour, conversion, engagement and ROI. Present insight, root cause, recommendation and action.
• Never simply present data. Every report ends with a decision or a recommendation.

Campaign Prioritisation

• Develop campaign briefs and priorities, and give the Campaign Specialist clear direction on objective, target audience, messaging, offer and desired outcome. Review campaign performance and continuously optimise. This role directs campaigns. It does not produce them.

Stakeholder Management

• Work closely with Product, Credit, Risk, Analytics, CRM, Creative Studio, the Campaign Specialist, Compliance and Customer Service to ensure marketing activity supports broader commercial objectives.

Lending Focus

Beyond the core, the Lending Marketing Manager owns the commercial marketing of finchoice Loans and MobiMoney specifically through:

• Application growth and funded-loan growth.
• Conversion optimisation across the application-to-disbursement funnel.
• Silent-rate improvement and stronger customer quality.
• Reactivation of good-risk inactive customers.
• Lending customer engagement and utilisation.
• Surfacing MobiMoney earlier in the customer journey.
• A close working partnership with Credit and Risk to balance volume, quality and cost.

Primary KPIs

• Success in the role is measured through the volume of qualified loan applications generated, the number of approved applications successfully disbursed, and application-to-funded conversion across the funnel.
• The role is also measured on marketing efficiency through cost per funded loan and campaign ROI, which reflects the return on marketing spend by campaign and channel.
• Additional measures include silent rate, which is a quality and engagement signal on the funded book where lower is better, and customer quality, which reflects the risk and value profile of acquired and reactivated customers.

What This Role Is Not

To keep commercial ownership and execution cleanly separated, this role is explicitly not responsible for:

• Campaign production or campaign loading.
• Creative traffic management.
• Project management and workflow management.
• Campaign scheduling.
• Compliance administration.
• Asset management.
• These responsibilities belong to the Marketing Campaign Specialist. The Marketing Manager briefs, prioritises and guides that work. It does not perform it.

Candidate Profile

• We are looking for a commercially minded product marketer, not a campaign coordinator and not a Head of Marketing. Someone who is happiest with a funnel, a data set and a customer problem in front of them.
• The ideal candidate has 5-8 years' marketing experience, ideally in financial services, with strong digital marketing capability across acquisition and lifecycle. They have hands-on CRM and customer-journey experience, as well as campaign planning and briefing experience.
• They bring a commercial mindset and are fluent in conversion, cost and value, not just activity. They are comfortable interpreting data independently and have strong Excel and Power BI capability. Excellent written and verbal communication skills are essential, along with strong stakeholder management across commercial and technical teams.

SQL is desirable but not mandatory.

Leadership Expectations

• This role may not carry direct reports from day one, but it is a leadership position. We expect ownership, accountability and initiative. Someone who sets the commercial agenda for their portfolio, thinks like an operator, collaborates across functions and influences outcomes through evidence rather than authority.

How Success Is Measured

• Success is measured by commercial outcomes and the quality of thinking behind them, not by campaign administration or delivery activity.
• Evidence of success includes improved conversion across the funnel, customer growth, campaign effectiveness and marketing ROI, measurable customer-journey improvements, cross-sell performance, customer engagement and retention, the quality of commercial recommendations made to leadership, and stakeholder satisfaction.

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Role Purpose

• Own and grow the commercial performance of the insurance portfolio, funeral and accident products, by understanding the customer, building trust, and turning insight into marketing decisions that grow quotes, policy sales, persistency and customer value.
• This is a product marketing role, not a campaign coordination role, and not a Head of Marketing role. The Marketing Manager spends their time on the questions that move the numbers, why conversions are changing, where customers drop off or fail to take up, which journeys need fixing, which campaigns to prioritise, what customers are telling us, and how to grow customer value, and turns the answers into recommendations for leadership.
• They spend very little time chasing artwork, loading campaigns, building project plans, scheduling emails or coordinating approvals. That work belongs to the Marketing Campaign Specialist.

Where the Role Sits

• This role sits within the Growth & Engagement division and reports to the Executive: Growth & Engagement.
• The operating model deliberately separates commercial ownership from campaign execution. The Marketing Manager decides what needs to happen and why. The Marketing Campaign Specialist decides how it is delivered and when it launches. This role briefs, prioritises and guides execution. It does not run production.

Three Clear Owners

Executive: Growth & Engagement – Owns the Strategy

• Growth strategy, commercial priorities and portfolio direction. Investment decisions, cross-product strategy and executive stakeholder management.

Marketing Manager (This Role) – Owns the Performance

• Product marketing performance, customer insight and customer journeys. Campaign priorities, product positioning, commercial recommendations, marketing optimisation and stakeholder alignment.

Marketing Campaign Specialist – Owns the Delivery

• Campaign execution and production, workflow and asset management, creative coordination, compliance approvals, scheduling and launches, and project management.

How the Role Spends Its Time

• Approximately 30% of the role is focused on product marketing and commercial performance.
• Approximately 25% of the role is focused on customer journey optimisation.
• Approximately 15% of the role is focused on customer insight and research.
• Approximately 15% of the role is focused on performance analysis and reporting.
• Approximately 10% of the role is focused on stakeholder management.
• Approximately 5% of the role is focused on executive presentations and planning.

Core Responsibilities

Product Marketing Ownership

• Own the commercial marketing performance of the insurance portfolio. Be accountable for customer growth, conversion, engagement, retention, cross-sell and marketing effectiveness. Translate business objectives into clear marketing priorities.

Customer Journey Optimisation

• Own the ongoing optimisation of the end-to-end customer journey: acquisition, onboarding, abandoned journeys, lifecycle communications, retention, reactivation and cross-sell. Identify friction, quantify its impact, and recommend improvements. Work closely with CRM and the Campaign Specialist to implement enhancements.

Customer Insight

• Build a deeper understanding of the customer than anyone else in the business through surveys, customer interviews, complaints, behavioural analysis, call listening, competitor monitoring and market trends. Turn that insight into concrete marketing improvements.

Performance Analysis

• Monitor performance across campaigns, channels, customer behaviour, conversion, engagement and ROI. Present insight, root cause, recommendation and action.
• Never simply present data. Every report ends with a decision or a recommendation.

Campaign Prioritisation

• Develop campaign briefs and priorities, and give the Campaign Specialist clear direction on objective, target audience, messaging, offer and desired outcome. Review campaign performance and continuously optimise. This role directs campaigns. It does not produce them.

Stakeholder Management

• Work closely with Product, Credit, Risk, Analytics, CRM, Creative Studio, the Campaign Specialist, Compliance and Customer Service to ensure marketing activity supports broader commercial objectives.

Insurance Focus

Beyond the core, the Insurance Marketing Manager owns the commercial marketing of the funeral and accident portfolio specifically through:

• Quote generation and policy sales growth
• Building and protecting customer trust in the products
• NTU (not-taken-up) improvement, converting quotes and approvals into active policies
• Persistency, retention and premium growth
• Cross-sell of insurance from the lending base
• Clear, reassuring claims communications that reinforce trust

Primary KPIs

• Success in the role is measured through the volume of insurance quotes generated and the number of new policies activated from quotes.
• The role is measured on quote-to-policy conversion across the funnel and NTU (not-taken-up) rates on quoted or approved policies, where lower is better.
• Additional measures include persistency, which reflects the retention of active policies over time, retention across the overall portfolio, and premium growth through growth in gross written premium (GWP).
• The role is also measured on campaign ROI, reflecting the return on marketing spend by campaign and channel.

What This Role Is Not

To keep commercial ownership and execution cleanly separated, this role is explicitly not responsible for:

• Campaign production or campaign loading
• Creative traffic management
• Project management and workflow management
• Campaign scheduling
• Compliance administration
• Asset management
• These responsibilities belong to the Marketing Campaign Specialist. The Marketing Manager briefs, prioritises and guides that work. It does not perform it.

Candidate Profile

We are looking for a commercially minded product marketer, not a campaign coordinator and not a Head of Marketing. Someone who is happiest with a funnel, a data set and a customer problem in front of them.

• 5–8 years' marketing experience, ideally in financial services
• Strong digital marketing capability across acquisition and lifecycle
• Hands-on CRM and customer-journey experience
• Campaign planning and briefing experience
• A commercial mindset, fluent in conversion, cost and value, not just activity
• Strong Excel and Power BI capability; comfortable interpreting data independently
• Excellent written and verbal communication
• Strong stakeholder management across commercial and technical teams
• SQL is desirable but not mandatory