Customer Service And Support Consultant

The position requires an experienced and suitably qualified Service and Support Agent who is accountable, well spoken, and client service driven.
Support the Financial Advisors and provide them with detailed information regarding their clients' portfolios
Managing the support Centre, in terms of monitoring inbound calls from participants with regards to Itransact platform
Assist the Financial Advisors in resolving difficult queries
Tracking participant inquiries
Monitor relationship between Support Centre and administration teams to ensure effective contact centre performance to the FSP's
Ensure on-going increased knowledge of products
Ensure that Support Centre provide quality customer service on every call
Responding to queries received via email in a professional and efficient manner
Organise and prioritise duties
Identify and understand the specifics of each FSP query
Ensure appropriate and timeous resolution of all FSP queries
Ensuring a full understanding of the principles of TCF and how these translate into the overall objectives of the company.
Ensuring a full understanding of the regulatory/FICA requirements for the different products the client provides a service for
All employees are responsible for complying with the principles and practices of Information Security Management. It is incumbent on all employees to fully understand the policies in ensuring the security of all information within the business.
Supporting management in raising incidents, implementation of controls, processes and supporting tools to comply with and manage information security risks
Operate within SLA requirements of company and clients

Experience:
2 years call centre industry experience
Experience in a brokerage and or dealing with brokers with financial advisor experience
Qualifications:
Relevant tertiary qualification or suitable experience