Description

Responsibilities

• Answering calls within 20seconds to drive Service Level and ensure a one call resolution for customers by reviewing processes for resolving the customer queries
• Provide settlement quotes
• Request for Deal adjustments ( due date, change in structure of finance agreement, e.g. term, monthly premium or balloon payment)
• Natis requests ( Necessary checks regarding receipt of payment and preparation of documentation)
• Moratoriums ( assessment required based on reasoning and affordability)
• Change of banking details ( verification completed)
• Updating personal particulars of clients against required (e.g., telephone, email and physical addresses)
• Exit letters ( assess stability before processing)
• Substitution of goods ( Verification of required information, e.g. invoice and insurance to be checked )
• Providing remittances
• Providing and explaining of statements, amortization schedules and audit summary)
• Loading of beneficiaries ( assessment and verification of documents provided)
• Request refunds (IPA and Automated refunds)
• Escalate processing of additional finance on current finance agreement e.g. motor plan / warranty extensions ( advise process, gather relevant information and documents, application captured)
• Investigate and processing of Bank Allocations
• Bank Recon
• Investigate and resolve related account queries / complaints
• Liaise with clients, dealers, Insurance and other internal departments
• Request write-offs/yellow slips
• Ad-hoc duties when required
• Encourage survey uptake and drive excellent customer service

Requirements

• Proven experience in a call centre or customer service environment, preferably within finance or automotive sectors.

Skills & Competencies

• Ability to handle financial and account-related queries.
• Excellent communication skills, both verbal and written.
• Proficient in handling customer complaints and resolving issues efficiently.
• Strong attention to detail and ability to follow procedures.
• Capable of working under pressure while maintaining high service levels.
• Good knowledge of customer service tools and systems.
• Comfortable working with financial documentation and performing reconciliations.
• Team player with the ability to work cross-functionally.
• High level of professionalism and customer service orientation.