customer service agent stanlib

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

• 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