Job Requisition ID: R9873
Job DescriptionTo provide customers speedy, accurate, and efficient processing of their financial transactions and ensure a memorable customer experience while contributing to the brand.
Demonstrate cost consciousness and awareness of personal contribution to costs and productivity.Identify and escalate potential risks that may lead to increased costs.Prevent wastage and identify process improvements to contain and reduce costs.Adhere to organisational values and service standards and interact with customers accordingly.Ensure first-time resolution of customer queries or complaints and take ownership of any requirements, following up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level Agreements.Meet set turnaround times while ensuring own availability, reliability, and accuracy.Propose improvements on internal processes that impact service levels and customer satisfaction within area of accountability.Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service.Establish relationships with relevant individuals and departments to deliver on work expectations.Adhere to relevant service level agreements to build trust in the relationship.Execute own work in accordance with the organisational values and code of ethics.Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.Identify and escalate risk as a normal part of work.Produce high-quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards.Work with enhanced processes and procedures to maintain operational efficiencies.Deliver work in an accurate manner to ensure consistent results.Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality.Adhere to quality standards, turnaround times, and company policies and procedures.Complete relevant administration, reporting, and updating of information accurately and on time.Seek out regular performance feedback and put actions in place to improve and enhance performance.Identify activities to address own development gaps.Create own personal development plan and review plan with team leader or manager.Understand which competencies and skills are required to be mastered to ensure personal development and performance.Keep abreast of learning opportunities, changing products, and trends.Job DetailsApplication Closing Date: 20/11/24
All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
This is a talent pool vacancy, to create a pool for the geographical area between East London, Aliwal North/Sterkspruit, and Matatiele.
About UsFirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa.
The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo, DirectAxis, and MotoVantage. Many are leaders in their respective segments and markets, offering transactional, lending, investment, and insurance products and services. The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group.
The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation, and the creation of completely new businesses.
The group's purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful volunteering programmes which also allow employees to adopt and support causes close to their hearts.
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