Siyasanga Banzi

• Ensure service touchpoints across the Service Centre are of the highest quality as measured internally and externally
• Drive high level of quality (spoken, written and transactional) while meeting or exceeding SLA
• Receive, evaluate, and timeously respond to enquiries via various servicing channels within a fast paced, pressurised service environment
• Resolve complex Wealth product related queries and accurately process information in response to requests about the Momentum Wealth International product offering
• Keep all our stakeholders in the loop at all times
• Contribute to the development of a client service strategy that enables a positive client experience and business objectives
• Research, follow-up and resolve broker and client's enquiries and problems through effective interaction with clients and brokers, intermediaries, investors, product specialists, operations areas
• Staying abreast of current changes in internal policies & procedures, as well as external regulations, all facilitated by the online training system & tracked by a formal assessment
• Research, follow-up and resolve client enquiries and problems through effective interaction with clients, intermediaries, investors, product specialists, operations areas.

Customer Relationship Development

Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
Interview the customer, following a complex, multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements, making detailed notes.

Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
Sell Customer Propositions

Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price, terms, and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies, and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

• Respond to customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues in a timely and professional manner
• Provide product information and recommendations to customers
• Maintain accurate customer records and order information in CRM system
• Collaborate with other departments to ensure customer satisfaction
• Identify and escalate complex issues to senior customer service representatives or managers.
• Participate in training and development programs to improve customer service skills
• Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores
• Continuously seek opportunities to improve processes and procedures to enhance the customer experience.