Service and Support Consultant – Itransact

The position requires an experienced and suitably qualified Service and Support Agent who is accountable, well spoken, and client service driven.

• Support the Financial Advisors and provide them with detailed information regarding their clients’ portfolios
• Managing the support Centre, in terms of monitoring inbound calls from participants with regards to Itransact platform
• Assist the Financial Advisors in resolving difficult queries
• Tracking participant inquiries
• Monitor relationship between Support Centre and administration teams to ensure effective contact centre performance to the FSP’s
• Ensure on-going increased knowledge of products
• Ensure that Support Centre provide quality customer service on every call
• Responding to queries received via email in a professional and efficient manner
• Organise and prioritise duties
• Identify and understand the specifics of each FSP query
• Ensure appropriate and timeous resolution of all FSP queries
• Ensuring a full understanding of the principles of TCF and how these translate into the overall objectives of the company.
• Ensuring a full understanding of the regulatory/FICA requirements for the different products the client provides a service for
• All employees are responsible for complying with the principles and practices of Information Security Management. It is incumbent on all employees to fully understand the policies in ensuring the security of all information within the business.
• Supporting management in raising incidents, implementation of controls, processes and supporting tools to comply with and manage information security risks
• Operate within SLA requirements of company and clients

Experience:

2 years call centre industry experience

Experience in a brokerage and or dealing with brokers with financial advisor experience essential

Qualifications:

Relevant tertiary qualification or suitable experience