Overview:
To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with
company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and
services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of
communication and as per Client guidelines.
“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”
Qualifications:
Education and Specific Training
Work Experience
Matric/ Equivalent
Minimum of 6 months -12 months call Centre/ telephone sales experience
Maintain campaign performance, quality, regulatory and compliance standards
Experience in a FCA regulated environment – Advantageous
Experience in banking/Insurance Financial industries- Advantageous
Responsibilities:
Handle incoming phone calls and emails from existing and potential business customers on queries relating
but not limited to:
Ensuring adherence to the DPA requirements within the CS environment
Complaint handling skills ensuring appropriate solutions are offered
Processing customer payments
Providing transactional data both recent and historically
Processing replacement card requests
Submitting Lost and Stolen requests including the immediate blocking of an account and updating the
customer records with accurate information to ensure Fraud risk is minimal.
Updating customer records on request ensuring accounts are updated accurately
Processing cash advance requests
Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately
Closing customer accounts on request
Providing interest calculation advice on request
Providing correct and accurate advice in relation to accounts which are in a collections state and where
necessary adding a promise to pay
Processing credit balance refunds on request
Setting up Direct Debits
Raising disputes through to the fraud department as per the agreed processes
Providing technical support for all online enquiries including the re-setting of accounts.
Submitting account blocks as and when required and ensuring adherence to company guidelines.
Processing Inbound applications and ensuring accurate data entry of customer details into the Transact
systems
Ensuring appropriate letters are issued to customers based on their requests
Support the location of missing payments and raising through to the relevant areas to ensure customers’
accounts are processed accurately
Submitting pin requests
Ensuring all reasonable adjustment requests are processed and accurately recorded
Processing additional cardholder and authorized user requests
Adhering to all compliance scripting
Correspondence Responsibilities
Processing as above all customer written requests adhering to all compliance and DPA requirements
Using Econsumer to amend date of birth mis-matches and following strict procedural guidance.
Batch and record all volumes of customer correspondence
Processing credit limit reductions and rejections
Support the archiving process of correspondence
Ensuring copy statements are ordered and appropriately charged to the customer’s account
Additional Responsibilities:
As part of your continuous development you will be given the opportunity to be a buddy to new starters and
champion new initiatives within the department. You will also be required to support business requirements
and where necessary provide support to other areas of the business
