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 in order to deliver a positive client experience. To be 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.
Key Responsibilities
Attend to telephonic queries regarding cheque books.
Receive and handle ATM cards according to laid-down policies and procedures and perform daily balancing of ATM cards in conjunction with the Asset Custodian.
Issue off-cycle statements at customer’s instance and take charges as appropriate and keep records of all source instructions from customers.
Identify cross-selling and migration opportunities and sell products/services reactively and participate in tactical sales/marketing activities as required.
Attend to the posting of all value transactions within own level of authority and advice Team Leader Frontline Support to verify all value transactions posted.
Process instructions for Cash Transfers (CT) according to laid-down policy, complete Customer Complaints Register and obtain source documents where applicable and log completed Customer Complaints on the appropriate Remedy Application on daily basis.
Qualifications
Minimum of First Degree
Experience Required
1–2 years of experience with the bank’s products, compliance procedures, and regulations governing financial services management. Previous experience in branch banking is required.
Behavioural Competencies:
Articulating Information
Embracing Change
Establishing Rapport
Following Procedures
Managing Tasks
Meeting Timescales
Producing Output
Seizing Opportunities
Showing Composure
Team Working
Upholding Standards
Valuing Individuals
Technical Competencies:
Active Listening
Banking Process & Procedures
Customer Understanding (Consumer Banking)
Product and Services Knowledge
Product Knowledge (Consumer Banking)
Risk Identification
Telephone Caller Handling