CORE PURPOSE OF THE JOB
To provide and ensure excellent customer service both internally and externally by attending to all incoming communication via various channels in adherence to the banks policies and procedures to minimize risk.
MAIN FUNCTIONS OF THE JOB INCLUDE:
Customer Handling:
Actions incoming requests (calls, emails, WhatsApp) and facilitates resolution
Answers all inbound calls related to customer queries within 3 rings
Logs queries and complaints on the Customer Complaints Register
Channels queries / complaints to the relevant department
Follows up on resolution of queries / complaints
Closes call when query / complaint is resolved
Contacts customers who left messages on the IVR and follow process as required If complaint log on complaints registers and follow through until resolved
Assists customers with all banks related products and services queries
Technical Support
Provide technical support to clients and staff on systems and programs
Talk staff or clients through a series of actions over the phone to help resolve issues
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Test and evaluate new technology
Maturing Investment
Extracts list of maturing accounts daily with accounts maturing in 7 days times
Sends out SMS notifications for accounts
Administration
Withdrawal SMS's must be completed at the end of the same day
Logs leads on the leads register
Ensure all forex bookings are completed correctly
Customer Surveys
Conducts customer surveys on all new customers across all products
Escalates customer feedback to the relevant Branch Manager if rating is below a 3 in any area of the survey
Follows up with the relevant Manager in respect of the area of concern until resolved
General
Assist with ad hoc duties when
Look at avenues to improve customer service and make suggestions
QUALIFICATIONS
Matric
PREFERRED EXPERIENCE
3 – 4 years in the Banking industry with at least 2 – 3 years in a customer centric position
KNOWLEDGE
Enterprise system
Microsoft office 365
Mobile App
Internet and Corporate Banking
Clickatell SMS System
Understanding of policies and procedures
Knowledge of clients bank products
Basic knowledge of service level agreements between departments
knowledge in how operating systems and software
The capacity to clearly explain a technical problem
The position is an Equity role
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
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