South Africa: Temporary Unclaimed Benefits Consultant posted by Ergasia Placements

• 1 – 2 years Contact Centre experience (essential)
• Minimum 6 months experience in Debt Collection
• 6 months experience in Customer Service environments
• Strong telephone communication and client engagement skills
• Ability to work within structured KPI and QA environments
• Comfortable handling sensitive client information

Language Requirements:
Candidates must be multilingual, with the ability to speak at least three or more South African languages. Examples include:

• English
• isiZulu
• isiXhosa
• Afrikaans
• Sesotho
• Setswana
• Sepedi

Key Responsibilities:

• Conduct outbound and inbound calls to beneficiaries regarding unclaimed benefits linked to policies or funds.
• Clearly explain the nature of the benefit and the claims process to beneficiaries.
• Perform identity verification and beneficiary checks in line with the applicable fund rules and compliance requirements.
• Assist clients in understanding and completing the required documentation to initiate claims.
• Guide beneficiaries through the next steps required to process claims successfully.
• Manage a portfolio of beneficiary cases and ensure accurate record keeping and updates.
• Meet daily and monthly performance targets, including:
• Call targets
• Case management targets
• Quality assurance (QA) standards
• Compliance standards
• Provide professional customer support and query resolution.
• Participate in face-to-face meetings with clients or stakeholders when required.
• Maintain strict adherence to data protection, confidentiality, and compliance standards.
• Work collaboratively with internal teams to resolve complex beneficiary cases.

Key Competencies:

• Strong communication and interpersonal skills
• High level of empathy and client care
• Ability to explain complex processes in simple terms
• Attention to detail and strong verification accuracy
• Professional telephone etiquette
• Ability to work under performance-driven environments
• Strong problem-solving ability
• Ethical conduct and confidentiality awareness

 
Advantageous Experience:

• Experience dealing with financial services, pensions, insurance, or benefits administration
• Knowledge of claims processes or beneficiary verification
• Experience in regulated contact centre environments

 
What We Offer:

• Competitive basic salary
• Performance-based commission structure
• Structured work environment
• Opportunity to work in a role that helps beneficiaries access funds that rightfully belong to them
• Exposure to the financial services and benefits administration sector