We are seeking a dynamic and experienced Member & Customer Experience Assistant in our Member Experience Contact Centre to join our team at iMasFinance. As the Member & Customer Experience Assistant, you will be responsible for ensuring a seamless and positive experience for customers and members and achieve excellent standards of customer service and satisfaction through effective personal customer relations and digital channels. You will provide support to the Member Experience team in delivering exceptional service, utilizing information from the internal database, and maintaining high standards of member satisfaction.
Key Responsibilities
- Implement and manage the query and dispute resolution processes
- Collaborate with the team leader and team members to resolve complex member issues.
- Escalate unresolved matters to the appropriate channels for further investigation
- Maintain detailed and accurate records of members requesting re-instatement.
- Maintain detailed and accurate records of member interactions
- Work closely with cross-functional teams to ensure a consistent and unified member experience
- Collaborate with colleagues to share insights and best practices
- Uphold high-quality standards in all member interactions
- Participate in quality assurance programs to continuously improve service delivery
- Facilitate the seamless transfer of funds and financial products, guiding customers through the process and addressing any concerns
- Generate reports on member feedback, issues, and resolutions for team leader review
- Adhere to statutory regulations, organisational standards, policies and procedures
- Report non-compliance and implement remedial action(s)
- Complete and execute Performance contract
- Complete Individual Development Plan
- Attend learning and development courses
- Participate in peer and team learning initiatives
Minimum Requirements:
- Matric / Grade 12 with Languages and Accounting or Mathematics (Essential)
- Valid Code B driver's license (Advantageous)
- Computer Literacy (MS Office Suite)
- 2 years operational experience in digital banking and products within a financial institution (Essential)
- 2 years operational experience in a Contact Centre (Essential)
- Exceptional Financing knowledge
- Regulatory environment (FICA, NCA, POPIA)
- Excellent interpersonal, organizing, negotiation, and problem-solving skills
- Analytical skills
- Internal and external communication skills
- Coping under pressure
- Conflict handling skills
- Computer skills especially (MS Word, MS Excel, MS PowerPoint)
