Job Description
About the Role
CallForce is seeking a skilled Customer Service Representative to join our team in Cape Town, handling PPI claims and redress queries for our clients. As a key member of our customer contact centre, you will be responsible for managing sensitive conversations with empathy and professionalism, while ensuring seamless complaint resolution and meeting individual quality targets.
Key Responsibilities
- Handle inbound/outbound calls with customers regarding PPI complaints and redress queries
- Manage sensitive conversations with empathy and professionalism
- Keep customers updated throughout the claim/complaint lifecycle
- Review of policy documents, sales records, and customer evidence
- Assess eligibility for PPI redress in line with FCA DISP rules and FOS guidance
- Liaise with lenders, brokers, and internal departments to gather information
- Take full ownership of cases from first contact to final decision
- Draft clear, fair Final Response Letters (FRLs) explaining outcomes
- Calculate redress and arrange payments where upheld
- Ensure cases meet 8-week FCA final response deadline
- Maintain accurate, detailed notes on all interactions and decisions
Requirements
- 1+ years in customer service, complaints, or financial services
- Desirable: Previous PPI, FOS, banking, or insurance complaints experience
- Strong knowledge of FCA complaint handling rules (DISP)
- Excellent verbal and written communication
- High attention to detail and analytical skills
- Resilient, empathetic, and able to de-escalate difficult calls
- Proficient in MS Office and CRM/claims systems
Qualifications
No formal education or certifications are required for this role.
Salary & Benefits
Salary range will be discussed during the interview process.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Finance/Accounting Jobs in Western Cape
In the Western Cape, the finance and accounting profession is a thriving industry with a strong demand for skilled professionals. Typically, the job market trends indicate a steady growth in the need for finance and accounting expertise across various sectors. This is often driven by the increasing importance of financial management, regulatory compliance, and data-driven decision-making in businesses.
When it comes to salaries, it’s common to see broad ranges varying depending on factors like experience, company size, and industry sector. Generally, entry-level positions can expect salaries ranging from R250 000 to R400 000 per annum, while senior roles may command salaries between R600 000 and R1 200 000 or more, depending on the individual’s qualifications and level of expertise.
Common skills required for finance and accounting roles in Western Cape include proficiency in financial software such as QuickBooks, Xero, or SAP; strong analytical and problem-solving skills; excellent communication and interpersonal skills; attention to detail and organisational abilities; knowledge of tax laws and regulations; and experience with budgeting and forecasting tools. Typically, a degree in commerce, accounting, or a related field is also essential.
Industry sectors commonly employing finance and accounting professionals include the financial services sector, technology industry, manufacturing sector, and corporate organisations. These roles often involve providing financial guidance, managing budgets, preparing financial reports, and ensuring compliance with regulatory requirements.
For those looking to advance their careers in finance and accounting, career development opportunities abound. Typically, experienced professionals can move into senior management positions or pursue specialisations like forensic accounting, audit, or financial planning. Others may choose to transition into related fields like business consulting, investment banking, or entrepreneurial ventures. With continuous learning and professional development, finance and accounting professionals in Western Cape can enjoy a rewarding and challenging career with opportunities for growth and advancement.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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