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Job Mission / Objective Provide excellent customer service to walk-in customers and to provide administrative and sales support to the business banking suite as needed. Reports to Manager: Customer Support Impact on Business Results Role impacts directly on sales and service levels in the business suite by providing support and assistance in managing and delivering on-site service (enquiries, transactional support) and sales support (account opening and maintenance). Role impacts significantly on the operational efficiency of the business suite. Figures Affected by the Role (KPIs) Quantitative Revenue generation and retention Qualitative Customer service and retention ,compliance, audit Staff Supervised Direct Reports: Total Staff (incl. also Indirect Reports): Main Responsibilities 25 % Customer service Responsible for the welcoming, hosting and general customer experience in the business banking suite; End-to-end handling of queries from customers, general switchboard duties; Ensure retention of existing client by providing excellent service on the frontline and telephonically; Handle customer complaints quickly and effectively; Cross-sell the Bank’s products to customers; Stay in close contact with customers to identify and interpret their needs; Identify problems and take steps to solve them 25 % Operational effectiveness Manage cheque books, pin mailers and debit cards; Responsible for the full account opening and closing process of accounts under direction of the Manager Customer Support/Team Leader; Responsible for all maintenance on customer accounts, including customer records, mandates, FICA etc.; Perform all general admin duties as directed by the Manager Customer Support/Team Leader as per laid down procedures (Filing, APS TRFRS etc); Provide relief support where needed in the Business Banking Suite; Assist clients with Forex requirements; Assist with various projects and returns; Assist with record safekeeping; Plan and schedule work ahead of time Monitor and follow up on instructions given Keep superiors informed on matters needing their involvement Assist the Manager: Customer Support in supervising and control of the routine running of the Suite in accordance with laid down processes and controls’ Involves staff in the organizing of work Understand and consistently apply the principles of risk management 15 % Knowledge/Professionalism Recognise importance of continual self-development to have the ability to master new technical/procedural skills relevant to own job; Consider effect of own actions on Bank’s image; Understand how own function relates to others in the suite; 15 % Communication Must be well spoken and presented; Present written material clearly and effectively; Express self in a clear and precise manner to clients and colleagues; Share knowledge/experience with others willingly; Build team spirit and co-operation; 20 % Revenue and expenditure Ensure that all revenue due to the Bank is collected and ensure maximum savings on cost items; Prevent operational losses; Business Planning/ Decision Making Decision making within the schedule of delegated authority Make effective decisions quickly when necessary Organize support staff so that the suite runs effectively in the absence of the Manager: Customer Support Set and review priorities regularly Policies and Procedures Adhere to relevant policies and procedures People Management Work with the Manager: Customer Support to manage the business suite support service team Other Role Elements Contacts and Business Relationships Internal: Working contacts within the branch and with relevant head office entities (customer service, operations, treasury) External: Key customers, local market knowledge essential Job Requirements Academic Knowledge: Matric Foreign Languages: Work Experience: Minimum 3 years banking experience Skills / Specialized Know How: Office software skills, Banking system skills, FICA knowledge, Leadership skills, Good interpersonal skills, Stress tolerance, High energy levels Competencies: Customer service excellence, Teamwork, Problem solving, Organized and meticulous
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