Agent Processing & Fulfilment (12 month contract)

About Us

Woolworths Financial Services, or WFS as it is better known, is a Joint Venture with Absa Bank, that supports the Woolworths retail business by providing in-store credit in the form of the

Woolworths Store Card and offering value-added services including credit cards, personal loans and short-term insurance as well as life insurance linked to other products.

MAIN PURPOSE

The core purpose of this role is to provide customer service and account support for New Business and Existing Customer as well as WW Staff. This includes card delivery, FICA verification, loan draw downs and other general account management. This happens across multiple channels (Multimedia, Outbound Chase, Whatsapp). The agent is required to effectively resolve the customers query, while ensuring key metrics are adhered to and that quality service is provided consistently.

KEY RESPONSIBILITIES

• Monitoring and Reporting
• Accurate Data Capturing
• Customer Service
• Stakeholder Management

Requirements

MINIMUM QUALIFICATION

• Matric / Grade 12 / NQF Level 4 Qualification

EXPERIENCE REQUIRED

• 1 – 2 years call centre or back-office processing experience.
• Experience in the Processing & Fulfilment Agent role is a distinct advantage
• Experience and knowledge of WFS products would be an advantage.
• FICA, Card logistics/back office and banking experience is advantageous.

ADDITIONAL REQUIREMENTS

• Preferred knowledge of Visa Credit Card Product.
• Preferred knowledge of customer relationship management systems (Trim, Customer Central, CASA, CAMS, WFO, OM4, OpenText and UTi Track and Trace).
• Excellent Analytical skills.
• Computer Literacy – Microsoft.
• Knowledge of all Sanctions and AML Policies and Procedures including the ID and Verification Business Rules.
• Ability to track delivery through vendor’s tracking system (Fusion and Track & Trace)