Our Client based in the Financial Services Industry is looking to employ a highly professional and skilled Lending administrator and client operations consultant.
The suitable candidate must have the right mix of technical, financial and people skills.
Main Responsibilities and Duties :
Ensure optimisation of the Customer Support Centre function and manage business processes.
Process loan applications and determine client affordability as well as complete the whole loan process with clients.
Completing client contracts and sign contracts with clients.
Engaging with customers through multiple channels on different queues with varied complexities.
Answer incoming calls, make calls and respond to customer queries and requests on the Customer Support Centre System / Ticket System (via applications, telephone, emails, and live chats).
Upload / process and verify all client details, KYC and ensure verification in accordance with regulatory requirements.
Guide customers with the relevant company information, services and products.
Manage, resolve and follow-up logged tickets : customer calls, enquiries and complaints effectively and timeously.
Identify and escalate issues to management.
Provide technical support, processing of documentation, and company product and service information to customers.
Research required information using available resources.
Document all information according to company procedures, processes and regulations.
Ensure the Customer Support Centre is compliant with all relevant statutory requirements (e.g. NCA, FAIS, FICA, and Consumer Protection Act).
Required Skills :
Excellent interpersonal and customer service skills.
Exceptional verbal communication and listening skills.
Data entry, analytical and trouble-shooting abilities.
Sound problem solving and multi-tasking skills.
Highly customer focused and handles all client information confidentially.
Attention to detail, accuracy and highly efficient in diagnosing technical issues.
Highly professional, calm, flexible and customer focused.
Effective time management skills, hardworking and able to prioritise tasks.
Ability to work under pressure, take on additional tasks and target driven.
Education and Experience required :
NQF Level 4 / Grade 12 required.
Min 1 to 2 years'' experience working in a financial / lending / banking environment
Solid technical and computer literacy skills and highly proficient in Microsoft packages and applications.
Certificate or degree in Finance / Banking would be beneficial.
2 years work experience in the Banking / Financial environment.
Highly proficient in English (verbal and written).
Clear credit and criminal records.
Your own internet connection (at least 4 Mbps).