purpose
Providing clients with an excellent banking experience through service delivery and product knowledge.
responsibilities
- Achieve net profit growth for business.
- Achieve the delivery of exceptional customer experience against the Balanced Scorecard standards.
- Manage the migration of accounts from transactional to Self-service.
- Maintenance of expert knowledge on specific products, pricing, application procedures, processing and timelines to drive and achieve relevant sales targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Comply with governance in terms of legislative and audit requirements.
- Achieve and maintain a good service practice by ensuring service operation and branding processes and procedures are followed in the execution of the activities listed in the Operation and Branding Score Card and analysing the customer’s service recovery compliments and complaints recorded as per the Service Recovery Automated Complaints System.
- Contact customers daily and resolve problems.
- Plan and execute campaigns successfully and on schedule.
- Set standards and benchmarks for measuring successful campaign execution.
- Monitor costs/benefits per campaign/channel.
- Maintain operational accountability for all campaign executions.
- Manage own development to increase own competencies.
- experience and qualifications
- Relevant 3-year industry-related degree
- 1 to 5 years of related experience.
