Job Purpose
• Responsible for handling all queries from Customers, Branches, Operations support center and Corporate and Investment Banking by effectively managing, developing and utilizing 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 maintained at all times
• Limit potential losses to the bank by ensuring that laid-down instructions are adhered to at all times
• Ensure that an effective control structure is in place to manage risk when dealing with customers telephonically
• Support migration initiatives and generate sales leads.
Preferred Qualification and Experience
• Degree in relevant Business Commerce or related discipline
• Understanding of Customer Care, Sales and Service.
• 2/3 years Banking experience
• Establishing Rapport
• Articulating Information
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
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