MAPS – Client Liaison
Job specification
Member Advice Portal Support (MAPS) – Client Liaison
Contract position: Durban
Key responsibilities
- Calling on members exiting, entering, retiring and nearing retirement from retirement funds.
- Providing the initial contact for benefit advice counselling.
- Contacting members who responded to the system generated SMS interface within 24 hours of the member responding.
- Referring leads to the GTC sales representatives that are generated when engaging with members during the benefit counselling process.
- Communicating with fund consultants and/or employers (companies that member’s work for) in order to obtain outstanding contact information of members.
- Customer service and support during the counselling process.
- Comply with the GTC processes and procedures relating to the counselling process which includes complying with the Workflow system requirements
Skills and experience required
- Matric with mathematics or maths literacy above 80%
- 1 Year experience in financial services or provident fund administration
- Proficient in English and 2 other languages is compulsory
- Good working knowledge of MS Office (Word, Excel, Outlook)
- Customer service experience (KYC) – Inbound and outbound
- Ability to deal with all types of clients and have a good understanding of escalation channels
Personal attributes
- Client satisfaction focus
- Have good telephone etiquette.
- Provide recommendations/suggestions on ways to improve the over-all client experience.
- Ability to work independently
- Initiative
- Time management skills
- Attention to detail
- Professional at all times
- Friendly and helpful
- Proactive
- Excellent organisational skills
- Ability to interact with GTC staff and clients professionally, both verbally and in writing
- Ability to work under pressure
Office hours
- 08:00 to 17:00
- There will be occasions where the incumbent would need to work overtime.
Application Form
