Job Description

Introduction

The purpose of the Engagement Specialist role is to enable clients and intermediaries to resolve product-related queries by engaging with them on their needs. The Engagement specialist will provide experiential service that is focused on delivering exceptional service, via their platform of choice.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Channel of choice

Clients need to be able to interact with us through an expanding range of channels, from calls, emails, self-service emerging new trends (WhatsApp, webchat, chatBot etc.).



Omnichannel client support: seamlessly provides assistance and advice across an integrated network of devices and touchpoints both technical and humanistic to enable a clients digital experience. This includes personalized, digitised engagement; predictive data-driven insights and intelligence across products which provide an integrated solution for transactional services providers (input into the Digital helpdesk strategy).

Requirements

Qualifications

Grade 12 (Matric)

Preferred

Completed or studying towards a degree or diploma relative to the financial services industry

Experience

2 - 3 Years Call Centre experience

Preferred

3-5 years

Duties & Responsibilities

Responsibilities

Engage with the client, via preferred channel, by actively listening to their needs and confirming or clarifying information in order to deliver on their needs.



Engage with the Channel support staff and/or financial advisor, by actively listening to their needs and confirming or clarifying information in order to empower them, if available on self-service, empower and enable support to do so.



Inform the client or intermediary on the process steps, solution plan and timeframe for resolution in order to manage expectations. Notify them of online notification, reduce follow-ups.



Investigate the clients needs and provide timely and accurate solutions to their needs within the agreed timeframe.



Establish trust with clients by maintaining empathetic composure and commitment in resolving their query or request.



Deliver courteous, first-time resolution of queries by adhering to policy guidelines and Engagement Delivery Agreements.



Establish confidence and dependability with clients by handling clients complaints effectively and professionally, with quality standards in place).



Promote digital solution options to the clients, via self-service by enabling and empowering them to utilize digital solutions to resolve their queries more effectively.



Pro-actively resolving escalated queries involving disgruntled clients by providing empathic support and assistance.



Fulfill performance metrics and work to meet or exceed them by delivering superior, dependable engagement solutions.



Build client confidence and ensure clients feel supported and valued by providing prompt, consistent and accurate responses.



Actively seek to enhance skills required to perform more effectively (process optimization and digital transformation).



Proactively collaborate with internal teams to ensure smooth communication and efficient service delivery.



Adhere to compliance requirements in the service process in line with legislative requirements and serve our clients and intermediaries fairly and in line with our values.



Help us improve our digital transformation journey (connect to the strategy and make suggestions). Identify and report process and system failures, suggest enhancements to improve client experience.



Upholding ethics, policies and procedures, and confidentiality of the clients.

Competencies

Speed



Convenience



Consistency



Friendliness



Human touch -- that is, creating real connections by making technology feel more human (empathy)

Skills required to fulfill the role:



Listening skills



Digital mindset



Showing composure



Empathy



Analytical - attention to detail



Logical



Conscientious



Change agility



Brand ambassadorship - positive attitude towards the brand