Member Support Assistant (Digital Sales Contact Centre - Centurion) at iMasFinance

Job Purpose:

• Provide effective and efficient office, administrative and customer / member support services in the inbound and outbound Contact Centre  at the Digital Channels Sales Department. The position is at the iMasFinance Centurion Office.

Job Out:

• Manage inbound and outbound calls to and from customers/members and provide  office administration
• Day-to-day handling of inbound call queries and inbound email queries
• Adhere to policies and procedures
• Resolve complaints received and manage customer service experience
• Maintain proper tracking of complaints
• Provide support to members, manage office, administration and clerical duties
• Transfer calls, take of messages timeously and in a friendly manner
• Maintain and update office register for any items that need register
• Ensuring office health and safety standard are maintained and treat people courteously
• Issue paid up letters and submit for approval
• Perform document control
• Capture of financial transactions
• Maintain internal and external relationships including members, colleagues and management 
• Adhere to Credit Policies and avoid Rollbacks
• Execute actions to mitigate risk/fraud 
• All governance and legislative matters identified, agreed and adhered to
• Participate in peer and team learning initiatives
• Live the iMasFinance values

Qualifications:

• Grade 12 with Mathematics and Accounting
• Office Administration Certificate or equivalent
• Credit Management or book keeping qualification is an advantage

Experience:

• 2 years’ office administration  experience 
• 1 Year Operational Contact Centre
• Worked in a  sales and customer service environment

Knowledge and Skills:

• Knowledge of the financial industry & quality assurance
• Excellent telephonic and writing skills
• Time management
• Organized, attention to detail, fact finding, problem solving
• Listening skills
• Communication skills
• Multi-lingual including English
• Computer literate (MS office, Outlook  & Excel)
• Team player
• Must be able to perform under pressure