Client Experience Consultant Durban Key responsibilities Calling on members exiting, entering, retiring, and nearing retirement from retirement funds. Providing the initial contact for benefit advice counselling. Providing in and outbound telephony support across all business units Contacting members who responded to the system generated SMS interface within 24 hours of the member responding. Referring leads to the sales representatives that are generated when engaging with members during the benefit counselling process. Communicating with fund consultants and/or employers (companies that member’s work for) in order to obtain outstanding contact information of members. Customer service and support throughout the client lifecycle. Comply with the processes and procedures relating to the counselling process which includes complying with the Workflow system requirements. Skills and experience required National Senior Certificate/Matric required. Technology or marketing degree Advantageous Financial Services experience essential. 10 years of leadership experience in an outbound and Inbound contact centre Excellent verbal and written communication skills Influencing, coaching and problem-solving skills Time management and planning skills Data analysis and reporting Attention to detail and the ability to prioritise work effectively Skills and experience required Matric Good working knowledge of MS Office (Word, Excel, PowerPoint, Outlook) Financial services experience (short term insurance) Customer service training (written and verbal) Personal attributes Excellent telephone manner Strong client service focus Provide recommendations/suggestions on ways to improve the over-all client experience. Ability to work independently Initiative Time management skills Attention to detail Professional at all times Friendly and helpful Proactive Excellent organisational skills Job Types: Full-time, Permanent Pay: R9000,00 - R15000,00 per month Experience: Customer service: 1 year (Preferred) #J-18808-Ljbffr