Description

Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations as well as educating customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

Responsibilities

•  Leads identified converted into successful sales.
•  Ensure activities support cost containment and reduction.
•  Educate customers on correct eChannels to maximize channel optimisation opportunities identified aligned to customer needs.
•  Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
•  Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
•  Always conduct themselves in an ethical manner.
•  Adhere to the TCF (Treating Customer fairly) principles in all that you do.
•  Optimize every customer interaction to migrate cash transactions and/or convert customer to eChannels and encourage use of digital and self-service channels.
•  Resolve all customer queries efficiently, and within agreed timelines.
•  Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
•  Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
•  Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
•  Demonstrates behaviour in support of the organizational values.
•  Takes accountability for own performance, personal and career development.
•  Maintain an ability to adapt to ever changing business and customer needs.
•  Contribute to the overall effectiveness and success of the team.
•  Improve knowledge and competencies by completing role specific training as per eCareers.

Requirements

•  Strong communication and interpersonal skills to effectively engage with customers.
•  Sales skills, including the ability to identify and convert leads.
•  Problem-solving skills to resolve customer issues efficiently.
•  Digital literacy to guide customers through eChannels and self-service options.
•  Ethical behavior and integrity.
•  Ability to adapt to changing customer needs and business environments.
•  A customer-centric mindset, with a commitment to providing excellent service.
•  A proactive attitude toward personal and career development.