. Interactive Client Centre Consultant x3 - Retirement Fund Administration
Interactive Client Centre Consultant x3 - Retirement Fund Administration Location:
Type of employment
Full-time
Role OverviewThe ICC consultant is the first point of contact for all members/clients and support for all internal stakeholders.
Duties and ResponsibilitiesTo answer incoming calls within SLATo resolve all queries to ensure First Call Resolution are achievedTo redirect calls to the relevant departments where First Call Resolution are not possibleTo ensure accurate information and reasonable timelines are provided To ensure Quality Standards are met consistentlyTo initiate and delegate Claims requests accurately within SLATo maintain email Inboxes daily, acknowledging receipt of queries and responding to sender within SLAComplex queries that cannot be resolved by the ICC consultants to be forwarded to the relevant department to resolveTo escalate and log all member/client complaints within SLABe able to maintain confidentiality of valuable informationSupport the ICC Manager as and when requiredThe ICC manager can allocate additional tasks or change daily tasks as and when requiredBe capable of handling issues and complaints with providing solutions to the customersMust be aware of every aspect related to Retirement Fund Administration in terms of processes, products and services and policy procedures.QualificationMatric/Grade 12Tertiary qualification or working towards oneExperienceExperience in the financial industry will be an advantageExperience in client service and dealing with peopleAdvance knowledge of computer and MS. OfficeExperience in working as part of a teamCompetencies and Skills RequiredRequired business language proficiencyStrong level of responsibilityAble to work independently.Interpersonal SkillsTime ManagementSolid work-related ethicsExtra ordinary customer service skillsExcellent telephonic communication skillsShould be computer literateShould always have a positive attitudeVerbal and written communication skillsAttention to detail and high level of accuracy whilst working under pressure Sign up to our newsletter and get the latest insights delivered straight to your inbox as we continue to help find a better way for you and your employees. The NMG SA Group of Companies are authorised financial service providers t/a NMG Benefits
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