Inbound Client Services Linked Investments Administrator at Absa Group Limited (Absa)

Job Summary

• Handle Inbound calls to assist customers and Financial advisors, 2 years experience, team environment , Operations support: Provide operations support against standard operating procedures | Ad Hoc duties: Provide support to customers and team as required to ensure team performance on an ongoing basis | Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards

Job Description

• Handle Inbound calls to assist customers and Financial advisors, 2 years experience, team environment
• Operations support: Provide operations support against standard operating procedures. Provide support to customers and team as required to ensure team performance on an ongoing basis. 
• Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards 
• Log onto the telephone system (Avaya) as per the pre-defined team's daily schedule to answer incoming calls from internal and external clients. 
• Handle inbound calls as per the agreed service level agreement (SLA), e.g., talk time, availability, average time to answer, etc. to manage the holding/active client's experience on the call. 
• Work on the Outbound Call Report from Siebel system and determine the most appropriate intervals (low call volumes) during the day for conducting outbound calls to ensure less impact on the availability of the telephone lines for inbound calls. 
• Log the correct status (e.g., tea break, lunch break, admin status, etc.) by each team member on the telephone system (Avaya) in order not to impact the team/panel schedule. 
• Provide a system generated Reference Number for all inbound and outbound calls to the client for query tracking and for audit purposes. 
• Review client investment instructions received via workflow system to ensure compliance to business processing requirements. This involves validation of banking details, signature verification, etc., as well as compliance to regulatory requirements (e.g., Financial Identification Client Act (FICA), Pension Funds Act, and Long-Term Insurance Act 
• Identify, investigate and escalate any outstanding requirements (e.g., verification of signatures) and/or incomplete documentation (e.g., ID copy, bank statement) needed for the investment instruction to be processed accurately and timeously back to the source (i.e., client, Advisor, Executor or Consultant). 
• Capture the investment instruction onto the workflow system as per the technical guide and processing manuals within the specified turnaround times. 
• Authorise the client investment instructions captured on the workflow as per the agreed mandate and applicable SLA. 
• Scan and file all client documentation (such as, client application form, manual payments, original FICA documentation, etc.) in terms of the prescribed regulatory (e.g., Record Management policy) and Consumer Protection Act requirements for record purposes. 
• Reconcile all the client’s instructions on investment Repurchases to the management company (ManCo) reports and verify that all clients’ instructions were processed accurately and timely. 
• Draft and send confirmation letters to client confirming that the client's instruction has been processed accurately and timeously as per the investment instruction. 
• Conduct continuous (weekly) non-scripted follow ups telephonically or by email on Transfers and Estates late instructions to obtain outstanding information to process the client’s investment instructions as per the SLA. 
• Handle and investigate internal and external client email (Striata) queries received from internal and external clients and provide progress update and feedback within the agreed turnaround times. 
• Capture and generate a Reference Number on Siebel system for all email queries to provide a Reference Number to the client via the email system (Striata). 
• Check in regularly with Client Services Desk (Feedbacks) workflow on Striata system and action the client's instruction or route to the relevant department (i.e., New Business, Repurchases) for actioning. 
• Log onto the Siebel system on receipt of a query and/or enquiry to check if the query and/or enquiry is existing on the system to avoid duplication of queries internally. 
• Log all queries and enquiries received via email, telephone or walk-in clients onto the Siebel system and provide the client with a system generated Siebel Number (i.e., Reference Number). 
• Determine the nature of the query and/or enquiry (e.g., process or product related questions), investigate the query and/or enquiry for possible First Call Resolution (FCR); and/or refer the query and/or enquiry to the relevant functional area in the business (i.e., New Business, Client Communication, Repurchases, etc.) for resolution and feedback. 
• Take ownership of the client’s queries and enquiries by ensuring that feedback is given to the client and that the query and/or enquiry is 'completed' on the system. 
• Work on the Siebel report from the system, check for all query statuses (e.g., 'work in progress’, ‘feedback') and follow up on all outstanding queries, provide feedback via email or telephone to the client and update the Siebel system and change the status on the system to 'complete' 
• Correctly assess the query and liaise with all relevant parties which will lead to the full resolution of the query. 
• Compile and analyse all information relating to the case and complete the necessary documentation, to identify required actions and propose recommendations. 
• Provide regular feedback to stakeholders through various channels (such as, email, telephone) to keep the stakeholder informed about the progress relating to the investigation of the case. 

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)