Hello Group is seeking to appoint a dedicated, Customer Service Representative to join our Call Centre Department. .
The Customer Service Representative will be responsible for managing both inbound and outbound calls, handling customer inquiries, verifying and requesting source-of-funds documents, and accurately capturing detailed information into the bank’s ticketing system. In addition, the consultant will be required to authenticate customers when their banking information changes, provide language-specific assistance where needed, and ensure a high level of customer satisfaction while managing their assigned tickets.
Hello Group is a South African company with a bold mission: to create game-changing integrated consumer and business services for migrant and marginalized communities. Our focus is on providing low-cost, easily accessible, and simple-to-use financial solutions, all powered by cutting-edge technology.
What Hello Group Offers
- Onsite Barista – Because life’s too short for bad coffee!
- Exciting Team Events – Work hard, play harder!
- Teambuilding Activities – Get to know your teammates beyond the screen!
- A Culture That Feels Like Family – No corporate robots here—just real people doing great things!
- A Top-Notch Office Space – Where inspiration meets innovation.
- Matric Certificate
- 2 years'experience in Customer Service
- Customer service qualification (Advantageous)
- Knowledge of CRM Bank, OS ticket
- Computer/Mobile Literate
- Demonstrates flexibility and adaptability in a fast-paced work environment
- Available and willing to work shifts in line with operational requirements
Inbound & Outbound Calls:
- Providing language-specific support to customers, ensuring clear communication and understanding in the foreign language.
- Handle inbound customer inquiries and proactively manage outbound calls related to source of funds requests.
- Compliance: Ensure all processes follow the bank's compliance guidelines, particularly related to anti-money laundering (AML) and Know Your Customer (KYC) regulations.
- Customer Service Excellence: Maintain a high level of professionalism and customer service in all interactions to ensure customer satisfaction and loyalty.
Client authentication:
- Authenticate customers when there is a change in their banking information, following security protocols to protect client data.
- 2-part Verification of client: voice call and video call the client
- Attending to incoming calls
Ticket Management:
- Manage and prioritize daily tickets assigned by the team, ensuring timely follow-up with customers to request source of funds and resolve any issues.
- Request and verify source of funds documents from clients in compliance with the bank’s policies and regulatory requirements.
- Regularly follow up on tickets at least once a week.
- Document Verification: Check the accuracy and authenticity of the source of funds documentation provided by clients.
- Cross reference information, verify Bank statements, ID’s, POPS’ and payment notifications.
- Data Entry: Accurately capture and record detailed information received from clients into the bank’s ticketing system.
