Sales jobs

About this role

The purpose of this process is to enable the administrator(s) to easily understand the escalation process on high risk clients account.

Responsibilities Summary:

1: Receive Inbound Call

2: Verify Caller

3: Obtain query information

4: Check systems

5: Update client details  

6: Update customer remarks

7: Change status of Plexus work item

8: Upload a document

9: Conclude call

10: Refer customer to branch

11: Update comments on client systems

12: Hold 99 Escalation Process

13: Prep Handoff

Debit Order Disputes/ADO Standard operating Procedure

Responsibilities Summary:

1: Receive Inbound Call

2: Listen to Clients Request

3: Confirm Client Request

4: Authenticate Client

5: Obtain Debit Order Information

6: Client opt to Dispute telephonically

7: Put Client through to Terms and conditions

8: Provide client with feedback

9: Check if client is due for a KYC/CRS Refresh

10: Update customer remarks

11: Conclude Call

12: Provide Relevant Departments Contact(s) details to client

13: Transfer Call to relevant Department

14: Client Dispute Via FNB App

15: Conduct KYC Refresher

16: Update REGL Screen

17: Conduct CRS Refresher

18: Advise to check SMS/Email sent to avoid account being frozen

Description of inputs:

Calls are received from the various service units

All calls are received through communix and actioned on client systems