PRIMARY SERVICING SENIOR SPECIALIST – Pepper Advantage Hub

VACANCY
JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED

Pepper Advantage Fiji is seeking for a key part of the Primary Servicing management team, the Primary Servicing Senior Specialist. The role will support the Primary Servicing Manager to deliver the day to day service and performance goals of a Primary Servicing Team. This includes the oversight of queue performance, call handling performance, people management, mandated decision making, complaint handling and project work.

Key Responsibilities

To understand and support the team plan for keeping all queues managed within SLA goal.
To support inbound call handling by monitoring Specialists activity and by taking calls when needed.
To work the Manager queue within context of mandate, ensuring items stay within SLA.
To act as a first point of call for Specialists requiring management assistance.
To effectively liaise with Client, representing Pepper appropriately (if applicable).
To take responsibility for resolving complaints as per the Complaints process.
To assist with monthly QA, Oversight and End to End reporting.
To assist with Call Observations and 1:1 meetings where required.
To review and create procedure documents where required.
To deputise in the Primary Servicing Manager’s absence.
To train, coach and develop the team as needed.
To act as a Subject Matter Expert (SME) for business queries, and in contributions to projects as required.

Remuneration & Benefits

Competitive salary package
Medical benefits
24/7 transportation
Ongoing career development and training
A secure career with a fast growing company
Inclusive workplace culture

At Pepper Advantage, we believe that diversity drives innovation. We welcome candidates from all backgrounds to apply and become part of our global success story.

JOB FUNCTIONS
Compliance, Control & Quality Assurance

JOB OPEN TO:

Fiji Residents Only