SUMMARY:
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POSITION INFO:

Call Centre Agent – Criminology / Forensic Science Graduate

Position Overview

We are seeking a motivated and professional Call Centre Agent with a relevant BA Degree in Criminology or Forensic Science and a minimum of 18 months’ call centre experience within the banking industry.

The successful candidate will be responsible for handling customer interactions professionally, accurately capturing information, providing efficient assistance, and following established banking procedures and protocols. The role requires a candidate with strong communication skills, attention to detail, professionalism, and the ability to work effectively in a fast-paced and highly regulated environment.

Key Responsibilities

• Handle inbound and/or outbound customer calls professionally and courteously.

• Respond to customer enquiries and provide accurate information and assistance.

• Accurately capture, update, and maintain customer information and call records.

• Handle sensitive, confidential, and financial information responsibly.

• Assist customers with banking-related queries in accordance with established procedures.

• Identify and escalate unusual, suspicious, or potentially fraudulent activity where applicable.

• Escalate complex or sensitive matters to the relevant department or supervisor.

• Follow banking policies, procedures, compliance requirements, and call centre protocols.

• Maintain strict confidentiality when dealing with customer and financial information.

• Meet required service levels, productivity targets, and quality standards.

• Maintain a high level of professionalism and customer service at all times.

• Work effectively under pressure in a high-volume call centre environment.

• Collaborate with colleagues and management to resolve customer queries efficiently.

• Perform any additional duties reasonably required by management.

Minimum Requirements

• BA Degree in Criminology OR BA Degree in Forensic Science.

• Minimum 18 months’ call centre experience within the banking industry.

• Banking call centre experience is essential.

• Must be a South African-born citizen.

• Ability and willingness to work shifts, including weekends and public holidays where required.

• Excellent verbal and written communication skills.

• Strong customer service and interpersonal skills.

• Computer literacy and the ability to work with call centre systems.

• Strong attention to detail and accuracy.

• Ability to handle confidential and sensitive financial information with discretion.

• Ability to remain calm and professional when dealing with challenging situations.

• Ability to work under pressure and meet performance targets.

Key Competencies

• Excellent communication skills

• Customer service orientation

• Active listening

• Problem-solving and analytical thinking

• Attention to detail

• Professionalism and integrity

• Confidentiality and discretion

• Fraud and risk awareness

• Emotional resilience

• Teamwork and collaboration

• Time management

• Ability to work under pressure

Working Conditions

• This is a shift-based position.

• The successful candidate must be flexible to work according to operational requirements.

• Weekend, public holiday, early morning, evening, or night shifts may be required.

Ideal Candidate

The ideal candidate will have a BA Degree in Criminology or Forensic Science, together with at least 18 months of call centre experience in the banking industry.

The candidate should have a strong understanding of customer service within a banking environment, be comfortable handling sensitive financial information, and demonstrate excellent communication, attention to detail, and problem-solving abilities.

An interest or background in crime, fraud, financial crime, investigation, forensic processes, risk, compliance, or security will be advantageous.

Application

Candidates who meet all the minimum requirements, particularly the qualification and banking call centre experience requirements, are invited to submit their CV and relevant qualifications for consideration.