Customer Service Specialist

Description This role deals with clients via telephone and/or correspondence on ambiguous and complex cases, playing a strong support role sharing information and persuading clients of appropriate course of action where necessary. The incumbent escalates very few cases, and is individually accountable for achieving results through own efforts. Deals with clients via telephone and/or corresponse in adherence to procedural, productivity and quality standards (as per other clerical staff), the standards that need to be achieved may differ from day to day based on where the business will best use this person's exceptional skills for that period (sometimes used in Rapid Response Team type team/SWAT team) Plays a strong support role involving sharing information and an element of convincing Takes inbound or makes outbound calls Deals with correspondence-related functions when required Is fully multi-skilled across all products and/or processes Is able to rotate between calls and correspondence for the day or part of the day as required (used in accordance with business requirements) No or limited escalation is required because of the skill and/or experience of the individual Is able to deal with ambiguity and complexity on a regular basis May act as mentor to less experienced service consultants because of level of product and/or process knowledge Is required to assist more junior staff with technical escalations and coaching Is required to assist management with attending to and resolving complex escalations Assist in re-designing of processes Role qualifications and Experience Matric or relevant tertiary qualification A minimum of 3 years experience in the financial services industry Computer literacy essential (Word/Excel/ Outlook/Powerpoint) Strong desire to provide superior service Very strong analytical and logical reasoning skills Excellent communication (verbal and written) and interpersonal skills Able to display tact, diplomacy and empathy Employee benefits experience Knowledge of pension fund administration and legislation Superfund product knowledge advantageous Old Mutual Compass, EMS and AWD/Chorus experience advantageous Skills Education Matriculation Certificate (Matric) Closing Date 14 June 2024