Skills
Customer Relationship Management (CRM); Client Service; Enquiries; Inbound Calls; Microsoft Office; Business; Microsoft Excel; Credit; Electronic Mail; Data Query; Processing; Telephone System; Coaching; People Management; Finance
About
Manage a team of inbound consultants
Responsible for daily, weekly and monthly reporting on individual and team
performance. Report on SLA, productivity and special campaigns
Refund approvals
Dealing with escalation of queries and complaints
Daily, weekly and monthly planning and forecasting
Ensure all cases from clients are promptly, effectively and efficiently resolved.
To deliver a comprehensive, telephonic, one stop client service to all SARS clients Render a telephonic
technical one stop assistance to SARS clients.
Perform all functions in respect of the completion of returns and other official documents to all taxes
administered by SARS on e-filing, password resets or email assistance with log-in details. Keep abreast
of all new policies, procedures and guidelines, circular minutes and amendments to all Tax legislation to
promote the accuracy and quality of information provided to clients /taxpayers Attend to all enquiries
received by email, in respect of all outstanding debits and credits, penalties and interests regarding all
taxes administered by SARS.
Assistance with registration on the e-filing system and retrieving log in details on the server. Assist with
hyperlinks, buttons and download of e-filing supported software’s for accessing tax returns
Deals with clients queries via telephone in adherence with productivity standards.
Takes inbound calls and shares relevant information.
Guides client and convinces client of appropriate course of action if necessary.
Finalizes call at point of contact where possible.
Ensures that more complex queries are escalated appropriately.
Quality Assurance
Coaching Financial Consultants with:
Product Queries : explaining what the product entails & the different protocols with the different products
Process Queries : processing of refunds, requesting for restructures, capturing of arrangements,
Attending to all phone calls & emails from the branches & Sales and Distribution Team asking
for support and assistance with loan application queries
Attending to credit policy & payslips related questions
To welcome clients and coordinate the branch flow through efficient queue functioning, providing
excellent client service and assisting clients at the ATM and to complete transactions on any remote
or self-service channels.
To enhance the lives of our clients by providing excellent client service, fulfilling and exceeding the
client’s needs, by using the Global One product offering in order to support our clients to Bank
Better and Live Better
To provide quotations on new business
To provide quotations on amendment requests to new business
To handle enquiries and provide quotations through a telephony channel
To discuss and accept risks (policies) based on quotations provided
To adhere to the underwriting criteria and CRM processes
To oversee the quotation process of our Commercial Business which includes issuance of new
policies and handling amendments on existing quotes
To segment and distribute quotation requests through a CRM Channel
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