Customer Services Representative

Reference: 5718 CM
Consultant: Christa Mostert

Job Description:

• The Customer Services Representative (CSR) is a key member of the Sales & Operations team reporting to the Team Leader. The role is responsible for end-to-end delivery of customer outcomes and will facilitate and administer processes necessary to achieve mutually agreed customer outcomes.
• Emigration
  • Facilitate the financial emigration of customers to enable the transfer of funds held in product/s from locally based financial institutions to a nominated foreign bank account.
• Insurance, Financial Planning and Investments
  • Facilitate the surrender of customer retirement annuities held with South African based insurance companies.
  • Facilitate the surrender of all other customer held policies with South African based insurance companies.
  • Facilitate the transfer of customer section 14 funds and/or Preservation fund solutions and/or transfer of pension to new retirement annuity.
  • Obtain final values for financial products (e.g. policies).
  • Identify and facilitate cancellation of cessions on customer policies and/or change of ownership.
  • Administer paid-up policies.
  • Handle communication with bank and/or insurer regarding cession cancellations and paid-up requests.
  • Execute retirement claims, retirement investments and deferred pensions.
  • Support Financial Planning and Investments specialist to institute new investment/s for customers.
  • Support Financial Consultants (FC) to obtain customer specific information regarding the insurance and/or investment products they have in South Africa. Work collaboratively with Financial Consultants (FC) on all matters that will enable value to be realised for the customer and the Group alike.
• Customer communication
  • Obtain sign-off from Financial Consultant/s (FC) on the processes to commence that will enable the Group to meet their service outcome obligations as agreed to with customer/s.
  • Establish good customer report and maintain a professional relationship end-to-end.
  • Provide clear, accurate and consistent communication, enabling customers to respond with information, feedback, documentation, etc. in a prompt fashion.\
  • Guide and assist customers with the completion of their Personal Data Form (PDF) or similar.
  • Regularly follow-up with customers to reduce service turn-around time.
  • Keep customers informed on progress.
  • Connect customers with internal specialists (if necessary) and follow-up on progress of service rendered.
  • Ensure customer ‘notes’ are entered into CRM system.
  • Ensure all assigned open notes and emails are adequately addressed within agreed timeframes and closed/saved when resolved (actively manage open notes and emails).
  • Update electronic customer files with the appropriate documentation.
• Compliance
  • Comply with all company standard operating procedures (SOPs), policies, guidelines and procedures.
  • Comply with all regulatory rules including but not limited to FSB, FAIS and SARB.

Qualifications:

• Minimum requirement: Grade 12 or equivalent.
• Exposure to or theoretical knowledge of FAIS & FICA legislation required.
• Minimum 2 years’ experience in a reasonably complex process-orientated environment, preferably within Financial Services industry recommended.
• Tertiary qualification in Financial Services would be a definite advantage.

How to Apply:

• Email your comprehensive CV to exceedhr@exceed.co.za.
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
• We reserve the right to only conduct interviews with candidates of choice.
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.