Shareholder Services Consultant - Asset ReunificationSalary: ZAR 200000 - 300000Listing reference: jse_000568Listing status: OnlineApply by: 18 October 2024Position SummaryJob category: Banking, Finance, Insurance, StockbrokingContract: Fixed Term ContractRemuneration: Market RelatedEE position: YesAbout Our CompanyThe JSE recognises that its success and strength depend on the quality of its employees. We are committed to fostering a culture of continuous learning and high standards of performance. Our employee wellness programme is designed to encourage work-life balance for employees. We naturally seek to empower staff and encourage diversity and opportunities for all.IntroductionIncludes but not restricted to handling inbound and outbound calls to and from customers, listening to customers' needs or issues, and providing helpful solutions to their enquiries. Assisting shareholders with opening Sharehub accounts and processing unclaimed dividends.Key ResponsibilitiesEnsure that all calls are answered, with 80% of calls answered within 20 seconds and an abandonment rate not exceeding 5%.Assist shareholders with opening Sharehub accounts and guiding them through the unclaimed dividends processes.Log various tickets and call loggings in aid of Asset Reunification.Ensure quality output is above 90% monthly.Actively offer CSI to at least 50% of total calls received monthly.Open Sharehub Boxes for at least 50% of total calls received monthly.Obtain shareholder information and assist with processing unclaimed dividends.Ensure Daily Trades are processed correctly and on time.Navigate between different CRM systems and databases.Log calls and results accurately on SharePoint after every interaction.Assist shareholders on Investor Centre & Sharepoint.Reset passwords and usernames for shareholders.Determine eligibility by comparing shareholder information to requirements.Establish FICA and other Contact Centre requirements for payments.Assist in adhoc duties within the Contact Centre and walk-in centre when needed.Inform clients by explaining procedures and answering questions.Maintain communication equipment by reporting problems.Improve quality results by adhering to standards and recommending improved procedures.Update job knowledge by studying new product descriptions and participating in educational opportunities.QualificationsMatricPreferably a Certificate in Customer ServiceExperience1 year contact centre experienceAbility to work under pressure and meet deadlines.Strong people skillsUnderstanding of call centre metricsSLA drivenSkills RequiredVerbal Communication, Phone Skills, Listening, Accurate Data Entry Skills, People Skills, Customer Focus, Attention to Detail, Professionalism, Multi-tasking, TimekeepingExperience in Inbound/Outbound Call CentreBasic to Intermediate Microsoft Office skillsAbility to handle queries and escalations to completion
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