Customer Service Agent – Financial Services

About the role

WNS Global Services, a global Business Process Management provider with a strong presence in South Africa, is hiring a Customer Service Agent for its financial services unit in Cape Town. The agent engages with customers through multiple channels to resolve their queries while meeting customer needs and protecting the brand's reputation, in line with company strategy, policies and regulations.

Key responsibilities

• Perform customer verifications and assist customers with their existing accounts
• Help customers navigate the website and troubleshoot general user experience issues, then raise them to the business so root cause analysis can improve customer experience
• Assess loan applications against company policy: check the authenticity of documents and whether the personal information matches the customer
• Verify and decide on income based on uploaded documents, review bank statements, pay slips and other supporting documents, and meet quality standards for income verification
• Proactively identify and escalate potentially fraudulent accounts for investigation
• Process and verify refunds due to customers
• Handle multiple queues (applications, email, telephone, live chat) and respond to emails and live chats using personalised templates within service level agreements
• Identify financially vulnerable customers, give them the relevant information and manage them fairly and transparently in line with company procedures

Required profile

• Matric / Grade 12
• Experience in a customer service call centre and data processing
• Solid understanding of internet terminology, navigation and applications
• Experience in a regulated environment is preferable
• Patience, assertiveness, good rapport-building, teamwork, time management, emotional intelligence and flexibility

What we offer

• Role clarity, coaching and mentoring
• Professional development and a structured career path
• A culture of outperformance, engagement and celebration
• The chance to support community initiatives through the WNS Cares Foundation