• Perform appropriate customer verifications, assisting customers, with their existing accounts
• Assist customers in navigating website & trouble shooting any general user experience issues
• To raise these issues back to the business, via the appropriate forums/channels, enabling the company to conduct the necessary RCA, with the aim of continuously improving Customer Experience
• Assessing loan applications in accordance with the company policy and processes, which includes : Evaluating the authenticity of the documentation supplied by the applicant & evaluating the personal information contained in the document, matches that of the Customer
• Verify & make decisions on the income contained in the customer documentation uploaded, in terms of the business rules pertaining to income verification
• Achieve quality standards relevant to general customer support
• Review bank statements , pay slips and the calculation of the average income and other relevant supporting documentation
• Achieve quality standards relevant to the income verification process
• Proactively identify & escalate potentially fraudulent accounts so that they can be investigated appropriately in accordance with company processes
• Processing & verifying of refunds due to customers
• Multi-tasking on different queues with varying complexities – being able to assess customers circumstances & make decisions in order to offer the most appropriate solution to the customer, on that particular channel (Applications; Emails; Telephones; Live Chat)
• Respond to customers mails & live chats by personalizing the standard templates, within set guidelines & service level agreements, in order to provide a consistent service that the customer expects
• Identify financially vulnerable customers, who require financial assistance and ensure that they are provided with the relevant information
• Management of all vulnerable customers in line with company procedures, to ensure they are handled fairly, transparently and with the correct/applicable forbearance issue