Customer Service Consultant: Deposits
1 month ago
Job Description
- The purpose of this role is to attend queries in relation to deposits and withdrawals. Credit deposits where appropriate and process branch withdrawals on request
With Hollywoodbets You Will:
- Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
- Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
- Grow with our development plans and culture that allows you to further your career.
You Bring
- 6 months Customer Service experience.
- Basic Financial experience
What You'll Do For The Brand:
- Allocate deposits to customer accounts accurately using the deposit app.
- Ensure that unaccounted transactions are attending to daily.
- Process withdrawal requests from branches ensuring that the prescribed withdrawals checklist is adhered to.
- Respond to customer queries via calls, live chat and emails.
- Perform prescribed confirmation checks to confirm the identity of the customer before the account can be accessed to assist with customer queries or branch withdrawals.
- Ensure queries are resolved timeously at the point of call where possible as well as queries that are escalated to other departments and follow up until resolved.
- Assist with the updating of client banking details where needed.
- Ensure that phones are not unnecessarily paused out from the call system.
- Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/ departments/ branches as well as ensuring that the optimal turnaround time for account queries is maintained.
- Ensure that the company brand and image is promoted through excellent customer service.
- Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/ audit queries where appropriate, based on the nature of the query.
- Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls as and when required.
- Any other ad hoc duties that might be required.
What You'll Bring To The Team:
- Good communication skills verbal and written.
- Excellent planning, organizational and time management skills.
- Focused driven whilst demonstrating exceptional attention to detail.
- Must have a strong sense of accountability.
- Strong numerical literacy and financial acumen.
- Telephone etiquette and customer service excellence.
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