Job Purpose
To provide the best and accurate solutions to queries related to the Bank’s Products and Services which were not delivered satisfactorily by our systems and branches, within prescribed times to both external and internal customers in a professional manner, with the aim of attracting more customers and maintaining good relationships with the already existing customers.
Key Responsibilities/Accountabilities
- Prioritize Private and Business Banking customers.
- Log on or off onto Avaya immediately when start working and finish working respectively.
- Be ready on Avaya for 80% of the working hours daily.
- Verify account to be linked or delinked on ATM debit card before processing the request.
- Ensure that you increase or decrease the requested ATM debit card limit as per application form.
- Attend to SMS alerts, Instant Money vouchers, Credit Cards requests and queries.
- Perform preliminary investigations on POS/Online Payments
- Log all the requests and queries assigned to you onto Salesforce all the time.
- Do security check and customer authentication before assisting the customers with his or her request or query.
- Read and understand what the query is all about before acting on it.
- Acknowledge and give the customer appropriate time for the feedback or update on the request or query.
- Give the customer the case number of the query you are attending.
- Proof read your emails before sending to intended email receipients.
- Copy Team Leaders in all business communication.
- Exclude the customer in your communication while doing investigations.
- Update your findings for investigative queries on Salesforce.
- Ensure that every stone has been turned before escalating the query to the Team Leader.
- Update the customer for the queries that require further investigations.
- Refer to the colleaques for information unknown to you.
- Give customers accurate answers and solutions to the customers’ requests and queries at all times.
- Fulfill the promises that you have made to the customer in order to build trust.
- Do hand over queries to colleaques in case of abscence due to rooster or any other thing that may stop you from coming to work. E.g sick leave.
- Provide all the required information when escalating queries to other departments in order to avoid re-works.
- Identify gaps in the bank’s service and systems and escalate to Team Leader.
- Follow up on outstanding queries owned as well as those that have been escalated to other departments daily until the query has been resolved.
- Apply Telephone Etiquette technics when answering the phone
- Manage your lunch hours
- Adhere to Shift Rooster.
- Perform preliminary investigations on POS queries before escalating to Lesotho Pos Support
- Assist in ensuring the customer contact centre is functioning at all times, documenting and High degree of intelligence, communication and analytical skills
Preferred Qualification and Experience
- Degree in Business Commerce or Finance & Accounting or Information Studies or related discipline.
- 1-2 Yeas relevant experience in banking
- Total Bank Products Knowledge
- A good understanding of the entire Bank’s full range of products
- Techno Savvy
- Remote Sales and Service
- Communication Ettiquecy
- Degree in Business Commerce or Finance & Accounting or Information Studies or related discipline.
Knowledge/Technical Skills/Expertise
- A good understanding of the entire Bank’s full range of products
- A basic knowledge of regulations governing the management of financial services
- A good knowledge of the bank’s service principles.
- A basic knowledge of the Code of banking practice and other bank’s policies
Apply here!