Banking jobs in Tembisa, Gauteng

Job Advert Summary

Hello Group is seeking to appoint a dedicated, Customer Service Representative to join our Call Centre Department. .

The Customer Service Representative will be responsible for managing both inbound and outbound calls, handling customer inquiries, verifying and requesting source-of-funds documents, and accurately capturing detailed information into the bank’s ticketing system. In addition, the consultant will be required to authenticate customers when their banking information changes, provide language-specific assistance where needed, and ensure a high level of customer satisfaction while managing their assigned tickets.

Hello Group is a South African company with a bold mission: to create game-changing integrated consumer and business services for migrant and marginalized communities. Our focus is on providing low-cost, easily accessible, and simple-to-use financial solutions, all powered by cutting-edge technology.

What Hello Group Offers

• Onsite Barista – Because life’s too short for bad coffee!
• Exciting Team Events – Work hard, play harder!
• Teambuilding Activities – Get to know your teammates beyond the screen!
• A Culture That Feels Like Family – No corporate robots here—just real people doing great things!
• A Top-Notch Office Space – Where inspiration meets innovation.

Minimum Requirements

• Matric Certificate
• 2 years'experience in Customer Service
• Customer service qualification (Advantageous)
• Knowledge of CRM Bank, OS ticket
• Computer/Mobile Literate
• Demonstrates flexibility and adaptability in a fast-paced work environment
• Available and willing to work shifts in line with operational requirements

Duties and Responsibilities

Inbound & Outbound Calls:

• Providing language-specific support to customers, ensuring clear communication and understanding in the foreign language.
• Handle inbound customer inquiries and proactively manage outbound calls related to source of funds requests.
• Compliance: Ensure all processes follow the bank's compliance guidelines, particularly related to anti-money laundering (AML) and Know Your Customer (KYC) regulations.
• Customer Service Excellence: Maintain a high level of professionalism and customer service in all interactions to ensure customer satisfaction and loyalty.

Client authentication:

• Authenticate customers when there is a change in their banking information, following security protocols to protect client data.
• 2-part Verification of client: voice call and video call the client
• Attending to incoming calls

Ticket Management:

• Manage and prioritize daily tickets assigned by the team, ensuring timely follow-up with customers to request source of funds and resolve any issues.
• Request and verify source of funds documents from clients in compliance with the bank’s policies and regulatory requirements.
• Regularly follow up on tickets at least once a week.
• Document Verification: Check the accuracy and authenticity of the source of funds documentation provided by clients.
• Cross reference information, verify Bank statements, ID’s, POPS’ and payment notifications.
• Data Entry: Accurately capture and record detailed information received from clients into the bank’s ticketing system.