Job DescriptionTo action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.Act responsibly with work related resources to contribute to cost containment.Address customer needs in order to meet or exceed customer expectations.Build and maintain stakeholder relationships.Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.Be flexible and adapt to changing circumstances.Deliberately seek diverse opinions, build on ideas and do not duplicate effort.Participate in the innovation process in the business and contribute toward new innovations against objectives.Plan and complete activities within area of work to meet set time and quality standards.Adhere to schedules to perform assigned work and attend (and facilitate) meetings as and when required.Maintain documentation and share information with the team where applicable.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 normal part of work.Contribute to client service delivery culture through adherence to approved organisational service delivery principles.Resolve customer dissatisfaction/complaints by taking ownership of the problem.Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.Plan and schedule activities to improve service.Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.Follow up with customers to ensure resolution of query by other stakeholders where relevant.Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.Assist branch consultants with eBucks queries at a branch level and assist in advising customers on eBucks Shop orders.Assess own performance through seeking timely and clear feedback and request training where appropriate.Demonstrate teamwork as a valued team player.Job DetailsApplication Closing Date: 20/09/24
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.
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About UsServing retail and commercial customers, FNB is so much more than a bank, offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate challenges and opportunities of everyday life. It has a market-leading app and a globally recognised rewards system in eBucks. FNB has won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report. FNB represents multiple opportunities for you to build an exciting and rewarding career, especially if you want to change people's lives in an authentic, profound and sustainable way.
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