Customer Solutions Centre Admin Agent
The Fulfilment Hub plays a vital role in supporting the sales operations by ensuring the timely collection of customers supporting documentation and accurate processing of all applications originated by the various channels.The admin agent is responsible to meet and exceed the minimum key performance areas and set monthly targets through follow up activities, quality submissions and ensuring loan conversions. 1. STRATEGIC INITIATIVESTo be the preferred channel that gives life to multiple business strategies in a centralized and controlled environment.Contributing to the achievement of customer solutions centre targets and efficiencies by delivering on all conversion KPIs.2. OPERATIONAL Call clients to follow up on any additional/missing documents. Ensure that all processes and administration are actioned according to company guidelines, policies, and procedures. Meeting customer expectations through service excellence. Ability to work additional hours when required to ensure targets are achieved. Manage incoming tickets from Deskpro where applicable. Actively manage client emails within set SLAs Attach documents to applications and send through to Credit Underwriting. Request DEA statements from participating banks Perform affordability assessments on applications. Track progress of deals across the customer solutions workflow Manage reworks (Rework documents) Validate rejections. Escalating customer complaints to direct line manager. Ensure that all fraud related cases are reported to forensics. Ensure that all reports and information required is submitted as per set deadlines.3. STAKEHOLDER ENGAGEMENTEnsure frequent, professional and value add engagement with all Bayport customers acting as the liaison between the customer and sales agent ensuring key focus on their needs and delivering on responsible and ethical product solutions.
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