Website PSG Konsult Ltd
PSG is a leading independent financial services group, with an extensive national footprint and Namibian presence. We have been in operation since 1998, and offer a value-orientated approach to our clients' financial needs, from asset and wealth management to insurance. PSG has more than 250 offi… read moreces throughout South Africa, and two offices in Windhoek. Our business consists of three operating divisions: PSG Wealth, PSG Asset Management and PSG Insure. Each applies its own dedicated focus to our clients' financial wellbeing.
Responsibilities:
Supervision of workload of the team and allocation to team members to optimize service provision and administrative support across the hours of the contact centre
Monitor and evaluate consultants´ activities and team operations
Resolving internal and external queries from financial advisors and clients
Communicating information regarding instructions, processes and procedures to advisors and clients
Proactively retaining and attracting business by providing excellent service to advisors and clients
Maintaining Monthly Attendance Record
Maintaining Key Performance Activities (KPA)
Performing and maintaining corrective actions where necessary to increase staff performance
Panel-admin training of new staff
Handling and resolving escalations, second call resolutions etc
Drive bulk admin function communication (failed and unpaid annuities, advisor commission suspension etc)
Identify opportunities and implement actions to streamline business processes
Servicing and maintaining direct client and/or financial advisor base for Life and Investment Products
Quality assurance of correspondence sent by the consultants telephonically or by email
Online Enrolments
Back up to team members where necessary
Provide support to the Client Services Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.
Minimum requirements:
Minimum qualification: Financial degree (NQF Level 7)
Minimum of 2 year experience as a Team Leader in a Life/LISP Call Centre/Client Services environment
Professional and friendly telephone manner
Good understanding of mathematical calculations
Take initiative
Excellent time management skills
Ability to multi-task and have good organisational capacity
Problem solving skills
Can work independently and as part of a team
Apply sound judgement in query resolution
Outcomes based training ability
Natural leadership skills
Detailed systems observation, attention to detail and solving arising problems.
Ability to do performance calculations and reconciliations
Approachable and supportive
High ability to mediate and resolve dispute
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