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The core purpose of this role is to provide customer service and\naccount support for New Business and Existing Customer as well as WW Staff.\nThis includes card delivery, FICA verification, loan draw downs and other\ngeneral account management. This happens across multiple channels (Multimedia,\nOutbound Chase, Whatsapp). The agent is required to effectively resolve the\ncustomers query, while ensuring key metrics are adhered to and that quality\nservice is provided consistently.<\/span><\/span>
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KEY RESPONSIBILITIES<\/b><\/span><\/span>
<\/div>- Monitoring and Reporting<\/span><\/span>
<\/span><\/li>- Accurate Data Capturing<\/span><\/span>
<\/span><\/li>- Customer Service<\/span><\/span>
<\/span><\/li>- Stakeholder Management<\/span><\/span>
<\/span><\/li><\/ul><\/div>
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Requirements<\/h3>KEY COMPETENCIES<\/b>
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MINIMUM QUALIFICATION<\/span><\/span><\/b>
<\/p>- Matric / Grade 12 / NQF Level 4\n Qualification<\/span><\/span>
<\/span><\/li><\/ul> <\/span><\/span>EXPERIENCE\nREQUIRED<\/span><\/span><\/b>
<\/p>- 1 \u2013 2 years call\n centre or back\-office processing experience.<\/span><\/span>
<\/li>- Experience in the\n Processing & Fulfilment Agent role is a distinct advantage<\/span><\/span>
<\/li>- Experience and knowledge of WFS products would be an advantage.<\/span><\/span>
<\/span><\/li>- FICA, Card logistics/back office and banking experience is\nadvantageous.<\/span><\/span><\/span> <\/span><\/span>
<\/li><\/ul>ADDITIONAL\nREQUIREMENTS<\/span><\/span><\/b>
<\/p>- Preferred knowledge of\n Visa Credit Card Product.<\/span><\/span>
<\/span><\/li>- Preferred knowledge of\n customer relationship management systems (Trim, Customer Central, CASA,\n CAMS, WFO, OM4, OpenText and UTi Track and Trace).<\/span><\/span>
<\/span><\/li>- Excellent Analytical\n skills.<\/span><\/span>
<\/span><\/li>- Computer Literacy \u2013\n Microsoft.<\/span><\/span>
<\/span><\/li>- Knowledge of all\n Sanctions and AML Policies and Procedures including the ID and\n Verification Business Rules.<\/span><\/span>
<\/span><\/li>- Ability to track\n delivery through vendor\u2019s tracking system (Fusion and Track & Trace)<\/span><\/span>
<\/span><\/li><\/ul>
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