Correspondence Service Consultant MMH250114-4

Role Purpose

Provide an effective and efficient service to clients by receiving, evaluating and responding to telephonic & written enquiries within stipulated Service Level Agreement requirements.

Requirements

Qualifications

• Matric or equivalent
  
  

Experience

• Minimum of 2 to 3 years’ experience in dealing with client queries.
• Strong Communication skills Verbal and written.
• Ability to distil critical information out of a communication.
• Strong Customer Service and problem solving orientation.
• Proficient in English and another official South African language (e.g. Zulu, Xhosa etc.).
• Solid stakeholder engagement skills (internal & external) MS Office Suite Word, Excel).
  
  

Duties and Responsibilities

Internal Process

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreementand quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.
  
  

Client

• Investigate client queries within the agreed service level and ensure that the client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that clientexpectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional clientservice.
  
  

People

• Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area ofspecialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement ofcolleagues and staff.
  
  

Finance

• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Implement and provide input into governance processes, systems and legislation within area of specialisation.
• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
  
  

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