Job Description This role is individually accountable for assisting a variety of clients telepathically or face to face in accordance with business, process, and compliance rules. The Senior CSC role is fully multi skilled across products and processes and has extensive relevant experience.
Duties and Responsibilities
Key Results Areas • Provides telephonic and face-to-face service to customers and intermediaries • Delivers on daily production standards and adheres to service and quality standards • Adheres to business, process, and compliance rules • Acts as a mentor to less experienced consultants • Maintains a record of all complaints coming through the GreenZone • Performs general office administration such as follow ups, policy changes • Assists with OMUT back office static data management • Captures Unit Trust application forms accurately • Ensures that rejected payments are processed timely • Authenticates clients and transactions by following relevant procedures and policies to ensure accuracy and to prevent fraud, risks, and losses • Refers any occurrences outside of mandate or authentication procedure to the Team Leader to prevent fraud, risks, and losses • Delivers on daily production standards and adheres to service and quality standards • Investment Consultancy for individuals and Corporates (OMUT and OMSEC) • Retirement and Pensions policy servicing (OMLAC) • OMLAC retail back-office support (policy servicing and query resolution) • Prepares quotations for individual and corporate clients (OMICO) • Properties space referrals (OMP) • Liaison with other departments and BUs in inter-departmental activities • Tracks customer queries and ensures query resolutions are conducted timely • Develops targeted sales campaigns, which increase sales to the organization from corporate and individual customers • Resolves, tracks, and measures resolution timelines of all escalated cases • Carries out surveys to generate customer feedback • Performing general office administration such as follow-ups, client call backs for data mining.
Qualifications and Experience
Experience • Minimum of 2 years’ experience in marketing, sales, or customer service • Knowledge of Group products • Strong working experience in a customer-facing environment
