Document Processing Consultant

Role Overview

The Document Processing Consultant will be responsible for routing electronic documents through company workflows, ensuring accurate verification and confirmation of customer details by collaborating with internal and external stakeholders. A key focus of the role is to consistently deliver an exceptional customer experience to foster retention and business growth.

Responsibilities

• Provide outstanding customer service by effectively managing all customer inquiries.
• Maintain a courteous, friendly, efficient, and professional demeanor during interactions.
• Take ownership of calls, offering advice that prioritizes the customer’s best interests to enhance satisfaction.
• Handle objections skillfully to achieve favorable outcomes.
• Manage challenging queries and customers to prevent escalation into formal complaints.
• Continuously improve service delivery through excellent verbal and written communication.
• Accurately follow back-office procedures and complete daily timesheets.
• Complete and approve verification documentation within required timeframes.
• Prepare reports on a daily, weekly, and monthly basis as per organizational needs.
• Address customer queries promptly following established resolution guidelines.
• Communicate proactively with customers, internal departments, and external parties to resolve queries.
• Report any unresolved issues or discrepancies to management for proper escalation.
• Achieve operational targets regarding query volume, resolution rates, productivity, adherence, turnaround time, and quality standards.
• Ensure all outstanding tasks are current and meet service level agreements.
• Suggest improvements to processes, performance, and systems for greater efficiency.
• Comply fully with company policies, legislative requirements, and quality benchmarks.

Requirements

• High School Certificate / Grade 12 / Matriculation or equivalent qualification.
• A minimum of two years’ experience in customer service or back-office roles.
• Strong oral and written communication skills.
• Availability to work shifts, including weekends and public holidays.
• Clear credit and criminal record.
• Proficiency with Microsoft Office applications: Word, Excel, PowerPoint, and Outlook.

Desired Attributes and Behaviors

• Customer-oriented mindset focused on satisfaction and retention.
• Results-driven with a strong determination to succeed.
• Energetic, positive attitude with a proactive, can-do spirit.
• Meticulous attention to detail and thoroughness in task execution.
• Excellent interpersonal and listening skills.
• Capable of working effectively in a team as well as independently.