Description
Attend to client queries.

• Confirmation of Tickets Receive for External Replacements and Cancellations (Risk Policies)
• Review and confirm the reception of all necessary documents related to Refund requests.
• Follow-up on Debi check acceptance
• Facilitate a smooth refund process by verifying the presence of all required documents.
• Cancellation of Payment Method Change (CSO):
• Manage requests for cancellation of payment method changes promptly and efficiently. (Debit Order)
• Update records to reflect changes in payment preferences accurately. (Persal Resignations)
• Provide responsive customer service by accommodating changes in requests regarding payment methods.
• Review ASDIR Policy continuations

Customer interactions.

• Capturing Cancellations and Status Changes:
• Record and document cancellation requests and status changes accurately in the system AIMS,
• Maintaining comprehensive records for audit and compliance purposes.
• Ensure timely and precise capture of cancellation details, including reasons for cancellation and any associated actions taken.
• Facilitate seamless coordination between different
• Departments or teams involved in processing cancellations, promoting efficiency and effectiveness in service delivery

Processing refunds

• Handle refund requests from customers with adherence to TCF principles, ensuring fairness and transparency throughout the process.
• Initiate the refund process promptly upon receipt of a valid request, acknowledging the customer’s entitlement to a refund in accordance with applicable policies and regulations.
• Communicate refund procedures clearly to customers, providing guidance and assistance to facilitate a smooth refund experience and address any concerns or inquiries.
• Utilize (AIMS) to verify whether the client meets the eligibility criteria for a refund.
• Access relevant client records and transaction history on AIMS to assess the validity of the refund request and determine the appropriate course of action.

Verifying Transactions for Accurate Refunds:

• Review and analyze client transactions to confirm the accuracy of refund amounts and ensure compliance with refund policies and procedures.
• Conduct thorough verification of transaction details, including payment history and billing statements, to validate the legitimacy of refund requests.
• Employ quality control measures to mitigate errors and discrepancies in refund processing, safeguarding customer satisfaction and trust.
• Completion of Refund Spreadsheet and Submission to Manager:
• Prepare a comprehensive refund spreadsheet detailing refund transactions, including client information, transaction dates, refund amounts, and relevant notes.
• Ensure the accuracy and completeness of the refund spreadsheet before submission, conducting thorough reviews to identify any errors or inconsistencies.
• Forward the completed refund spreadsheet to the designated manager for review and approval, following established protocols and timelines for subm

Utilization of CRM System:

• Percentage of time spent actively using the CRM system for transaction processing and customer interactions.
• Number of CRM system functionalities utilized effectively by the incumbent for managing customer information, inquiries, and transactions.
• Adherence to CRM system usage policies and protocols, measured by compliance rates and feedback from QA.

Observance of Agreed SLAs:

• Percentage of transactions completed within the agreed SLA of 7working days, demonstrating timeliness and efficiency in service delivery.

Tasks:

• Utilization of CRM System:
• Ensure consistent and thorough utilization of the CRM system for managing customer interactions, enquiries,and transactions.
• Regularly update customer records, notes, and activities in the CRM system to maintain accurate and up-to-date information.
• Leverage CRM system functionalities such as task management, calendar scheduling, and reporting tools to enhance productivity and efficiency.
• Observance of Agreed SLAs:
• Prioritize and manage workload effectively to meet or exceed agreed SLAs for transaction completion.
• Monitor transaction processing timelines closely, proactively identifying and addressing any delays or obstacles to meeting SLAs.
• Communicate transparently with stakeholders regarding SLA performance, providing updates and insights on transaction processing status and improvements.

Requirements
FORMAL EDUCATION

• Matric

TECHNICAL/ LEGAL CERTIFICATION 

• RE 5 (Advantage)
• 60 or 120 credits on NQF level 5 Wealth Management (Advantage)

EXPERIENCE 

• 2 Years’ experience in client services administration