Laureate Service Consultant

About the position

Position duties:

• Relationship management with our top producing financial advisors
• Active case/pipeline management
• Provide first time resolution where appropriate, alternatively doing thorough investigation in order to resolve all inquiries ensuring all parties are supplied with detailed feedback
• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer
• Meet with external parties (DD/IFA) when the need arises
• Assist with monthly close off co-ordination (which may require after hours and weekend work)
• Assist with service recovery and client apologies, also help with handling of complaints
• Answering/responding to inbound contact from customers professionally and responding to customer inquiries, service requests and complaints
• Providing customers with the organisation's services and product information when requested
• Processing administrative requests raised by customers
• Rooting inbound client contacts to the appropriate resources when necessary
• Accurate recording details of comments, enquiries, complaints and action taken
• Adhere to contact centre schedules and protocols
• Provide first time client contact resolution where possible

Position requirements:

• You must have a senior certificate
• Relevant tertiary qualification; diploma/degree beneficial
• You must have a minimum of 2 years in the call centre and administration industry
• You must have experience dealing with clients/brokers/IFA’s

 

 

Desired Skills:

• Computer Skills
• Customer Service
• Teamwork