Contact Centre Agent
Company: AVBOB
Location: Centurion, Gauteng
Job Type: Permanent
Industry: Insurance / Financial Services
Department: Credit and Operations
Reference Number: 446SNCL03
Salary: Market-related, commensurate with experience
About AVBOB
AVBOB is a trusted South African organisation with a proud history spanning over a century. The company is built on strong values, customer-centric service, and a commitment to professionalism and integrity. AVBOB places a strong emphasis on employee growth, continuous learning, and rewarding excellent performance.
We are currently seeking a Senior Clerk / Contact Centre Agent to join our Financial Services Division in Centurion. This role is ideal for an experienced client service professional with exposure to lending or financial services who thrives in a fast-paced, customer-focused environment.
Role Overview
The successful candidate will be responsible for delivering high-quality service to clients across multiple communication channels, including telephone, email, and digital platforms. You will act as a key point of contact for clients seeking information and assistance regarding AVBOB’s financial products and loan services.
This role requires strong communication skills, attention to detail, and the ability to resolve queries efficiently while maintaining compliance with internal procedures and regulatory requirements.
Key Responsibilities
Client Service & Contact Centre Support
- Handle inbound calls and client enquiries related to AVBOB financial products in a professional and efficient manner.
- Respond to customer queries via phone, email, and online channels while ensuring accuracy and consistency of information.
- Provide clear guidance to clients throughout the online loan application process.
Loan & Product Support
- Advise clients on available loan products, qualifying criteria, and application requirements.
- Provide updates on loan applications, approvals, disbursements, and account statuses.
- Assist clients with enquiries relating to settlements, loan restructures, refinancing options, and balance write-offs.
- Address queries related to arrears, defaults, and available payment methods in a clear and empathetic manner.
Query Resolution & Administration
- Accurately capture and log all customer interactions and service requests on internal systems.
- Ensure that all correspondence and documentation are recorded and tracked according to company procedures.
- Send approved documentation to verified client email addresses in line with data protection policies.
Internal Collaboration
- Liaise with internal teams, including Credit and Operations, to obtain information and resolve client queries.
- Escalate complex or unresolved matters to the appropriate departments when required.
- Follow up on escalated cases to ensure timely resolution or proper handover.
Performance & Quality
- Meet or exceed individual and team performance targets, including call handling time, resolution rates, and customer satisfaction metrics.
- Maintain a consistently professional and customer-focused approach across all interactions.
- Participate in training, coaching, and feedback sessions to continuously improve service quality and product knowledge.
Minimum Requirements
- Grade 12 (Matric) or equivalent qualification.
- At least one year of experience in the lending industry or a financial services client service environment.
- Working knowledge of loan processes and financial product offerings.
- Strong verbal and written communication skills.
- Good problem-solving and analytical abilities.
- Ability to work independently while contributing effectively to a team environment.
- Client-focused mindset with a strong service ethic.
- Ability to manage multiple tasks and perform well under pressure.
Personal Attributes
- Professional, reliable, and detail-oriented.
- Proactive and willing to take initiative.
- Results-driven with the ability to work toward performance targets.
- Adaptable and open to continuous learning and development.
What AVBOB Offers
- A permanent role within a stable and respected organisation.
- Market-related remuneration aligned with experience and skills.
- Opportunities for training, development, and internal career progression.
- A supportive work environment that values teamwork and service excellence.
Employment Equity
AVBOB is committed to fair and inclusive recruitment practices. The company supports employment equity and encourages applications from suitably qualified candidates. Appointments will be made in line with the organisation’s employment equity objectives and business requirements.