Job Purpose
- Ensure efficient, professional Management of the Customer Care Centre responsible for handling all queries from Customers, Branches, Operations support centres and Corporate and Investment Banking by effectively managing, developing and utilising all available resources (staff, systems and processes).
- Ensure that telephones are answered within laid-down time frames and abandoned calls are minimal. Understand the risks associated with handling customer queries and dissemination of confidential information.
- Maintain a high level of integrity and ethical standards
Key Responsibilities/Accountabilities
- Ensure that telephones are answered promptly and according to laid-down standards.
- Ensure that queries/problems are logged, investigated and resolved promptly.
- Ensure accuracy of information when resolving and capturing queries.
- Ensure procedures are in place to meet and maintain quality service levels and turn-around times. Strive for continuous service improvement.
- Ensure that the Code of Banking Practice is adhered to.
- Undertake root cause analysis to prevent recurring problems/queries.
- Ensure that confidentiality of customer information is always maintained
- Limit potential losses to the bank by ensuring that laid-down instructions are always adhered to
- Ensure that an effective control structure is in place to manage risk when dealing with customers telephonically.
- Support migration initiatives and generate sales leads
- Ensure that telephones are answered promptly and according to laid-down standards.
- Ensure that queries/problems are logged, investigated and resolved promptly.
- Ensure accuracy of information when resolving and capturing queries.
- Ensure procedures are in place to meet and maintain quality service levels and turn-around times. Strive for continuous service improvement.
- Ensure that the Code of Banking Practice is adhered to.
- Undertake root cause analysis to prevent recurring problems/queries.
- Ensure that confidentiality of customer information is maintained at all times
Preferred Qualification and Experience
- Degree in Business Commerce or related field.
- 2 years banking experience
- A good understanding of the entire Bank’s full range of products.
- A basic knowledge of regulations governing the management of financial services.
- Strong communication and analytical skills
- 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
Knowledge/Technical Skills/Expertise
- Sound knowledge of transaction processing as it relates to channels for accounts, products and transaction types.
- Understanding of the relationships between the various entities involved, e.g. OPC, IBC, VAF, Treasury, Corporate, Branch and Card Division.
- Knowledge of bank products and services applicable to the market served.
- Knowledge of service standards.
- Knowledge of the Code of Banking Practice.
- Knowledge of Managing Local Market sales principles.
- Attendance of applicable SBSA training courses, e.g. product knowledge, service skills.