Broker QA Corrections Agent

Who are we? Miway is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Professionalism, Energy, Creativity, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to Miway’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then Miway is the place for you! What will you do? - Handle inbound and outbound client calls professionally and efficiently. - Deliver service that meets and exceeds customer expectations. - Build and maintain positive relationships with clients. - Accurately capture and update information on relevant IT systems. - Resolve client queries effectively and within service standards. - Escalate or refer queries to the appropriate department when necessary. - Provide accurate product information in line with company standards, protocols, and compliance requirements. - Ensure all client interactions are handled professionally and are customer focused. - Audit outsourced broker sales in accordance with the MiWay QA Scorecard. - Provide feedback to outsourced brokers regarding errors identified during call audits. - Ensure corrections are implemented on policies where errors have been identified. - Confirm that evidence of coaching has been provided by outsourced brokers for all agents. - Monitor compliance with quality assurance standards and regulatory requirements. - Identify trends and recurring errors and provide recommendations for improvement. Minimum Qualification Required Regulatory Exam (RE5) Matric/NQF 4 Full FAIS Credits Required Skills - Above average computer literacy in MS Word and Excel - Above average numeric skills - Analytical - Must be highly proficient in dealing with clients at all levels - Excellent verbal and written communication skills - Bilingual - Attention to detail - Self-motivated - Problem solving skills and solution oriented - Flexibility - Ability to multi-task and cope with pressure - Commitment to personal and team goals - Professionalism - Presentable - Ability to apply business rules and processes - Good negotiating skills - Exposure to the broker or dealer servicing environment Knowledge and Skills Customer Service Team Support Administration Quality, compliance and accreditation Personal Attributes - Communicates effectively - Contributing dependently - Plans and aligns - Contributing dependently - Self-development - Contributing dependently - Optimizes work processes - Contributing dependently Core Competencies - Cultivates innovation - Contributing dependently - Customer focus - Contributing dependently - Collaborates - Contributing dependently - Being resilient - Contributing dependently - Drives results - Contributing dependently At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society