Customer Service Consultant - Foreign Language Specific (African)

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.

Minimum Requirements

• Matric Certificate
• Fluent in at least one foreign language (eg. Chichewa, Shona, Swahili, Portuguese, etc).
• Multiple Languages (Advantageous)
• South African citizen or African Foreign National with a valid Work Permit, Asylum document and Waiver.
• Customer service qualification (Advantageous)
• Knowledge of CRM Bank, OS ticket and Core Banking systems (Advantageous)
• Computer/Mobile Literate