Call Centre Agent (Insurance Industry)
Retail Investments Service and Operations (RISO)
Role Purpose
As a Call Centre Agent – Service Specialist within our RISO Service Centre, you will be one of the brand representatives.
The main purpose of your role will be to increase client loyalty through effective and efficient service to our
clients – providing our valuable clients with consistent, world class and legendary service of the highest
quality, during every interaction, showing that we care and that to us investing is personal.
Your role will entail receiving, processing, evaluating, and responding to enquiries and instructions via
various servicing channels within a fast paced, pressurised servicing environment. In addition, you will be
responsible for accurately processing client instructions (not yet performed digitally by the Adviser),
according to our processes and procedures, adhering to our quality standards and within our turn-around
time, as well as resolving complex product related queries.
As a Call Centre Agent – Service Specialist, you will be expected to perform tasks received from all our servicing channels,
currently being telephone calls, emails, digital portal and manual instruction processing. You may be given a
primary role in one of these channels, but all Call Centre Agents -Service Specialists are appointed to perform work in all the
servicing channels.
Duties & Responsibilities
– Deliver positive, seamless and professional customer service during every interaction with the client in a
considerate and timely manner.
– Maintain a consistent differentiated client experience within a pressurised, fast-paced and deadline
driven environment.
– Compose thoughtful, personalised telephonic and/or email responses for a variety of client needs.
– Maintain client confidentiality, at all times.
– Capture and process valid client instructions accurately, the first-time round, within set service-level
timelines and quality standards.
– Request and obtain any missing information, documentation and/or signatures by following the
legislative, compliance and product process and procedure guidelines. Use of telephone interactions
are encouraged in this instance to enable effective and efficient communication to enhance service
experience.
– Always keeping our clients (FA, admin staff and Channel Partners) informed and in the loop, every step
of the way, without fail or exception.
– Assist, support, promote and train our Advisers, their admin staff, and our Channel Partners towards
digital adoption to increase digital uptake. Work with all stakeholders to define their digital challenges
and co-create solutions. Troubleshoot and resolve digital obstacles that may prevent us growing our
digital footprint.
– Support the RISO team with processing instructions or tasks allocated or made available to you – be it
client instructions, transactional indexing, clean-up projects, etc. Working together to create a
combined centre of excellence.
– Adhere to product, legislative and compliance processes, and procedures at all times.
– Adhere to Client Centric and Treating Customers Fairly Principles.
– Take responsibility for managing both reputational and financial risk, as a result of processing
instructions as well as interactions with both internal and external clients.
– Take personal responsibility and accountability for personal daily and monthly targets (production,
quality and client satisfaction).
– Make active daily contributions to help achieve team goals, targets, and successes, taking co
responsibility for the team’s deliverables as a collective team.
– Research, follow-up and resolve client enquiries and problems through effective interaction with
clients, intermediaries, investors, product specialists, operations areas, and other internal or external
staff in a timely and professional manner. This includes the provision of timely feedback with internal
and external stakeholders (always keeping the client and all stakeholders in the loop).
– Participate and contribute to a culture of identifying and recommending improvements and changes
that will facilitate and improve the client service experience, enhance cost effectiveness, increase
operational efficiency, and reduce any risk or threats.
– Actively improve own performance and drive own development, including continuously improving
knowledge for personal growth and development.
– Continuously develop own expertise in terms of professional, industry, compliance, and legislative
knowledge.
– Live the values namely: Accountability, Diversity, Excellence, Integrity,
Innovation and Teamwork.
Competencies Required
– Passionate about service and service excellence – with a “will do, can do” attitude – demonstrating
determination and encourage others to achieve excellence in every task, action and/or interaction.
– Working with and servicing people – demonstrating an interest in others, working effectively in teams,
building team spirit – showing care and consideration for individuals.
– Has the ability to work well both under supervision as a member of a team, as well as independently.
– Relating and networking – establishing effective relationships with clients and colleagues, networking
effectively within and outside of the organisation and relating well to individuals at all levels.
– Highly organised, professional, efficient and effective, with a sense of urgency and excellent time
management.
– Very high attention to detail and quality work output.
– Honesty and integrity – Respect for the confidentiality of our clients’ and affairs.
– Resilience and adaptability – the ability to overcome obstacles and delivers results by showing tenacity;
coping with pressures and setbacks by working productively in a stressful environment.
– Adhering to Principles and Values – upholding ethics and values, acting with integrity and embracing
diversity.
– Presenting and communicating information – speaking and writing clearly and fluently, with the ability
to relay information in a constructive and confident manner.
– Analysing data of a verbal and numerical nature as well as other sources of information, breaking
information down into components, probing for further information and generating workable solutions
to problems.
Experience and Qualifications
– Minimum of 2 to 3 years practical and relevant experience, within the Investment, Insurance and
Financial Services industry, with excellent administrative and innovative client servicing and support
experience.
– Practical and relevant experience within an investment service environment where you had to build
strong relationships, enable ease of doing business, grow and maintain the business, and more, will be
a great advantage.
– Knowledge and experience of digital capabilities will be an advantage.
– Tech savvy, with the ability to troubleshoot and resolve issues that arise, finding workable solutions.
– Knowledge and understanding of legislation within the insurance and investment industry, i.e., POPIA,
GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, etc. will be an advantage.
– Grade 12 or equivalent with Maths and/or Accounting.
– B. Com Finance/Investments or related degree or tertiary qualifications will be an advantage.
– Investments product, process, procedure, and system knowledge will be an advantage.
– Excellent computer skills, with the ability to learn and understand new systems quickly and with
confidence.
– Dual-screen navigation and typing skills at an advanced level.
– Microsoft Office suite (Excel, Word, Outlook and Teams) at an intermediate level.
Knowledge – will be an advantage
– Extensive financial services industry knowledge.
– Sound knowledge of client service policies, procedures and processes.
– Knowledge of business-related rules and regulations.
– Knowledge of relevant regulatory and compliance requirements.
– Knowledge of the operational running of call and service centers.
– Relevant product knowledge.
– Knowledge of complaints handling processes and procedures.