Call Centre Payment Admin Clerk

KEY PERFORMANCE AREAS AND RESPONSIBILITIES

Key Performance Area

Performance Outputs

Operational  

• Checking banks and updating client’s deposits
• Checking Manual Transaction
• Processing withdrawals: Monday – Friday
• Assisting with New Account Applications and updating FICA documentation

Customer + Relationship

• Assisting branches & clients with Withdrawal & Deposit queries via telephone & email
• Responding within agreed time limits
• Working continuously on a task until completion
• Rapidly establishing a good working relationship with colleagues, customers and other service providers

Innovation

• Supporting the roll-out of new processes
• Continually adding ideas to improve processes.

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

• Report formulation + writing
• Bilingual
• Achieving personal work goals and objectives
• Adhering to principles and values
• Deciding and initiating action
• Delivering results and meeting customer expectations
• Ability to maintain a high level of accuracy in preparing and entering information and attention to detail;
• Record keeping skills;
• Strong customer service focus
• Ability to document processes, procedures and results
• Turfsport and Microsoft Office Suite

Generic Competencies:

• Inter and Intrapersonal Skills
• Communication Skills – written + verbal
• Analytical + problem solving skills
• Accuracy + Attention to detail

• Time Management Skills
• Co-ordination Skills
• Team Working Skills

• Planning and organising skills
• Professionalism
• Honesty + Integrity
• Innovative
• Patience + empathetic
• Accountability
• Proactive
• Logical

Values

• Passion
• Proactive
• Accountability and Ownership
• Change
• Teamwork
• Service Excellence