Client Ops and Lending Administrator

Our Client based in the Financial Services Industry is looking to employ a highly professional and skilled Lending administrator and client operations consultant.

The suitable candidate must have the right mix of technical, financial and people skills.

Main Responsibilities and Duties:

  • Ensure optimisation of the Customer Support Centre function and manage business processes.
  • Process loan applications and determine client affordability as well as complete the whole loan process with clients.
  • Completing client contracts and sign contracts with clients.
  • Engaging with customers through multiple channels on different queues with varied complexities.
  • Answer incoming calls, make calls and respond to customer queries and requests on the Customer Support Centre System/Ticket System (via applications, telephone, emails, and live chats).
  • Upload / process and verify all client details, KYC and ensure verification in accordance with regulatory requirements.
  • Guide customers with the relevant company information, services and products.
  • Manage, resolve and follow-up logged tickets: customer calls, enquiries and complaints effectively and timeously.
  • Identify and escalate issues to management.
  • Provide technical support, processing of documentation, and company product and service information to customers.
  • Research required information using available resources.
  • Document all information according to company procedures, processes and regulations.
  • Ensure the Customer Support Centre is compliant with all relevant statutory requirements (e.g. NCA, FAIS, FICA, and Consumer Protection Act).

Required Skills:

  • Excellent interpersonal and customer service skills.
  • Exceptional verbal communication and listening skills.
  • Data entry, analytical and trouble-shooting abilities.
  • Sound problem solving and multi-tasking skills.
  • Highly customer focused and handles all client information confidentially.
  • Attention to detail, accuracy and highly efficient in diagnosing technical issues.
  • Highly professional, calm, flexible and customer focused.
  • Effective time management skills, hardworking and able to prioritise tasks.
  • Ability to work under pressure, take on additional tasks and target driven.

Education and Experience required:

  • NQF Level 4 / Grade 12 required.
  • Min 1 to 2 years’ experience working in a financial / lending / banking environment
  • Solid technical and computer literacy skills and highly proficient in Microsoft packages and applications.
  • Certificate or degree in Finance / Banking would be beneficial.
  • 2 years work experience in the Banking / Financial environment.
  • Highly proficient in English (verbal and written).
  • Clear credit and criminal records.
  • Your own internet connection (at least 4 Mbps).
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