customer service agent stanlib

The Role: Customer Service Fixed Term Contract Position
To Start asap

Provide clients/investors with information on investments, turnaround times, our business rules and assistance with our digital platforms including driving our digital platforms either telephonically or via email

Job Objectives:
Provide clients with information and resolution regarding investment enquiries.
Communicate SLA, processes and business rules pertaining to products and service
Assistance with our digital platforms including driving our digital platforms
Transfer calls appropriately to the relevant areas
Identify, research and resolve customer service problems
Adhere to contact centre schedule
Deal with the all queries across the entire STANLIB product range
Follow the escalation process
Log all calls
Where requested ensure that all management instructions are adhered to where service delivery is impacted
Ensure that interaction with clients/investors is recorded on workflow
Skills and Experience:
Minimum 1 years industry related experience
Minimum 1 year call centre experience or customer service
Knowledge of customer service principles and practices
Education
Matric
Bcom or studying towards
Job related knowledge
Financial Services Industry Knowledge- legislative
Extensive STANLIB Product Knowledge
Extensive STANLIB Fund range Knowledge
Excellent understanding of business rules and processes
Comprehensive system knowledge â?? Compass, Sillica, Workflow, Online
Computer skills
Job related skills
Extensive product knowledge of the STANLIB product range.
Excellent understanding of the business rules, processes and procedures at STANLIB.
Systems Knowledge
Must keep up-to-date with legislation changes e.g. FICA, FAIS, etc
Achieve 85% pass on assessments
Ensuring that all external communications is in keeping with the above standards
General understanding of markets, global trends and how that affects our products performance