Onboarding Consultant

SUMMARY:

Our client, a reputable mortgage origination company based in Durban is seeking a dynamic and motivated individual to join their team.

POSITION INFO:

Key Responsibilities

High Level Areas of responsibility, delivery and support

The focus of the on boarding team is to introduce new clients to the Company. This critical function, during the period after the home loan is registered, orientates new homeowners to the services offered to existing clients. It also ensures a smooth transition from the Sales and Registration process as important details regarding the home loan is reconfirmed and explained.

A formal engagement strategy is implemented starting with the on boarding call after registration, which is supported by two follow-up interactions during the first year as a client with the Company.

The onboarding function also plays a critical role in ensuring that new public sector employees are able to derive the benefit of the 1% discount on their home loan instalment. This is achieved by guiding these consultants through the process of ensuring that the stop order is implemented on their salary.

Daily Duties:

Client On boarding

• Complete Call 1, introducing newly registered clients to the company and confirming pertinent details
• Complete SWD Call 1, introducing newly registered clients to the company, and discussing / gaining commitment to implementing the Stop Order
• Update business systems accurately after each call
• Follow up on clients where no contact has been made
• Obtain management feedback/input where required
• Assist clients with general queries
• Telephonically complete client surveys or alternatively e-mail surveys if clients are not able to complete it in the call

Client Follow up

• Complete daily volume of Call 2''s and 3''s
• Follow up on accounts with outstanding stop orders (Call at 60 days outstanding)
• Update business systems accurately after each call

Stakeholder Liaison

• When assigned cases, follow-up with relevant government departments to ensure that stop orders requests by the company clients are actioned.
• To commit to provide service to all relevant stakeholders until all outstanding queries have been resolved
• Analyze findings and provide feedback to stakeholders in writing and telephonically
• Escalate matters to Line/Senior Management should the stakeholder be unable to set up the stop order

Client Experience Projects:

• Provide support to other Client Services Department as well as other business units as needed.
• Conduct ad-hoc outbound call campaigns as per business requirements.

Management and Resolution of Queries

• Assist clients by addressing queries that they may have, alternatively,
• Channelling of queries to correct area of business if not within area of resolve
• Follow up where necessary at regular intervals.

• Administration Reports
• Log all communication on Datastor and Halo
• Update daily workload statistics

Full Support and delivery to

• External Clients
• Client Services Management & Staff
• Refer to relevant managers and/or departments in respect of clients who lay complaints against the company

• Provide ongoing Amazing Service
• To all clients and colleagues in response to all queries or complaints ensuring that service delivered is aligned to the core values of Amazing Service.
• The queries/complaints/follow ups are addressed/resolved within the agreed time period
• All relevant parties are kept updated at all times
• To provide personalized, caring service to each client, internally and externally at all times showing understanding and empathy.

NB! This job is now closed. You can apply for other jobs by uploading your CV.