Job Description

To ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area (e.g. Network, subscriber billing, development). responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address, and therefore can be the first point of escalation for clients and frontline staff.

Qualifications

Qualification and Experience

• Degree in Business Administration, Marketing or Financial Accounting.
• 2 – 3 years’ customer service experience in banking/insurance/financial services/client services environment.
• Previous experience within a branch banking or contact Centre environment with good understanding of bank processes, policies and products.
• Strong knowledge of customer relationship management (CRM) systems.
• Basic understanding of compliance, Know Your Customer and Anti Money Laundering requirements.
• Proven ability to meet sales targets and service standards.
• Good digital banking knowledge (mobile, internet banking platforms).

Key Responsibilities

• Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities.
• Forges business partnerships with Personal and Business Markets in the branch to leverage the interplay between segments for optimal growth and retention.
• Identifies migration opportunities and sells products/services proactively.
• Ensures that Customer on boarding process and entrenchment practices are followed all the time.
• Implements all the required steps and controls according to laid down procedures when opening accounts to minimize the risks associated with new business.
• Delivers exceptional customer service by resolving queries promptly and professionally.
• Ensures adherence to risk, compliance, and regulatory requirements at all times.
• Promotes digital banking adoption to enhance customer convenience and efficiency.

Additional Information

Behavioural Competencies:

• Developing Expertise
• Embracing Change
• Establishing Rapport
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Meeting Timescales
• Seizing Opportunities
• Team Working

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding ( Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)

• Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities.
• Forges business partnerships with Personal and Business Markets in the branch to leverage the interplay between segments for optimal growth and retention.
• Identifies migration opportunities and sells products/services proactively.
• Ensures that Customer on boarding process and entrenchment practices are followed all the time.
• Implements all the required steps and controls according to laid down procedures when opening accounts to minimize the risks associated with new business.
• Delivers exceptional customer service by resolving queries promptly and professionally.
• Ensures adherence to risk, compliance, and regulatory requirements at all times.
• Promotes digital banking adoption to enhance customer convenience and efficiency.

• Strong knowledge of customer relationship management (CRM) systems.
• Basic understanding of compliance, Know Your Customer and Anti Money Laundering requirements.
• Proven ability to meet sales targets and service standards.
• Good digital banking knowledge (mobile, internet banking platforms).
• Developing Expertise
• Embracing Change
• Establishing Rapport
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Meeting Timescales
• Seizing Opportunities
• Team Working
• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding ( Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)

• Degree in Business Administration, Marketing or Financial Accounting.
• 2 – 3 years’ customer service experience in banking/insurance/financial services/client services environment.
• Previous experience within a branch banking or contact Centre environment with good understanding of bank processes, policies and products.