The Role
Provides inbound financial and motor insurance customer support, resolves queries, manages vulnerable customers, retains policyholders, identifies new business opportunities, and strives for first-call resolution. The role requires accurate administration, product processing, regulatory compliance, customer rapport, and collaboration with service colleagues. Advisors must meet service, quality, campaign, and performance targets while delivering empathetic, professional assistance in a fast-paced regulated environment.
Summary Generated by Built In
Overview
Qualifications
Financial Customer Service Advisor Add
The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.
Qualifications
Skills and Attributes
- An excellent communicator (written and oral)
- Self-Motivated
- Passionate about learning
- Target Driven
- Polite, co-operative and a friendly manner essential
- Professional and welcoming
- Strong customer focus
- Excellent verbal communication skills
- Ability to deliver excellent customer service experience
- Ability to prioritise tasks
- Proven ability to listen actively and to hear important information
- Computer literacy
- Strong negotiation skills
- Curious, Team Spirited and Big Hearted
- A positive mind set with a passion for continuous improvement
- An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment
- Have the ability to build rapport with Customers giving a human touch to the conversation
- Ownership and Rapport building
Experience
- Minimum of 6-12 months experience working within a similar service/Insurance driven BPO environment.
- Experience working within the Financial Service Industry or similar Regulated Industry - Essential
- Proven Experience in delivering excellent customer services to internal and external customers
- Maintain campaign performance, quality, regulatory and compliance standards
- Experience in the motor insurance industry
Qualifications
- Matric or equivalent- Essential
Salary Structure and incentives:
- Monthly Basic salary
- Probation R7500 thereafter R9500 – Subject to annual increases based on performance
- Monthly Incentive: R1500 – Performance based
Additional Benefits:
- Transport allowance
- Medical Insurance
- Provident fund *
Our Environment:
- Values based environment where the customer is first
- Fast paced environment where attention to detail is of utmost importance
- We collectively embrace change and step up to the challenge
- Support and guidance is a given - as much as independence is expected
Are you Committed to empathically solve complex customer queries, Care enough to ensure a positive customer journey and you are Confident in your ability, we would like you to join our Community
ResponsibilitiesResponsibilities
- Responding to Inbound Customers and Colleagues
- customer support agents are responsible for helping each customer find the appropriate solution for their situation.
- Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact
- Queries to identify, qualify and close new business opportunities
- Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business
- Striving for First Call Resolution, on every contact
- Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.
- Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand
- Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements
- Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing business.
- adhere to FCA conduct rules
Skills Required
- Excellent written and verbal communication skills
- Strong customer service focus and ability to deliver an excellent customer experience
- Computer literacy
- Ability to prioritize tasks
- Active listening and information-gathering skills
- Strong negotiation skills
- Ability to build customer rapport
- Six to twelve months of experience in a similar service or insurance-driven BPO environment
- Experience in the financial services industry or another regulated industry
- Experience delivering customer service to internal and external customers
- Experience maintaining campaign performance, quality, regulatory, and compliance standards
- Experience in the motor insurance industry
- Matric or equivalent
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The Company
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
