Customer Service Solutions SpecialistApply locations Randburg time type Full time posted on Posted 2 Days Ago time left to apply End Date: October 22, 2024 (5 days left to apply) job requisition id R23371
Job DescriptionHello Future Customer Service Solutions Specialist
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
As part of our team in FNB HSL you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now's the time to imagine your potential in a team where experts come together and ignite effective change.
Are you someone who can: CVM Governance and Process Enhancement: Implement & Map governance processes and drive enhancements to streamline workflows, focusing on automation and effective records management.Channel Performance Optimization: Assist with channel tracking and performance metrics to evaluate effectiveness and identify growth opportunities.Develop comprehensive waterfall reporting and dashboards that encapsulate team performance models, ensuring clarity in data interpretation.Engage in proactive channel planning that incorporates data modeling for personalization, contextual campaigning, and strategies for new customer acquisition and retention.Collaborate closely with analytics and business intelligence teams to enhance decision-making capabilities.Behavioral Insights and Triggers: Analyze and leverage key triggers and customer behaviors, including digital touchpoints like Google banners and contextual advertisements, to optimize engagement and conversion.Customer Journey Improvement: Conduct insights- assist with customer journey mapping to identify white spaces and opportunities for enhancements.Facilitate improvements in navigation and offers, enhancing overall customer experience.Data Administration and Integrity: Manage campaign priorities, tracking, and reporting models to ensure data integrity and reliability.Lead forums and discussions to foster collaboration and innovation within the CVM framework.Assist with campaign Testing, analyze and report insights related to campaign effectiveness and customer response.Develop and manage internal and external communications, including newsletters and updates that keep stakeholders informed about channel initiatives and campaign outcomes.Engage in campaign automation, consulting, and ongoing assistance to ensure alignment with strategic goals.Analyze and prioritize campaign efforts on tracking platforms to maximize impact and effectiveness.Manage group-level campaigns, including pricing changes and staff initiatives, ensuring cohesive strategies across the organization.You will be an ideal candidate if you: Qualifications:
Bachelor's degree in Business Process Engineering, Business Management, or a related field.Experience:
At least 3 to 5 years work experienceProven expertise in records management, process mapping, and reporting.Familiarity with tools such as Power BI, SAS, Process mapping, the Microsoft Office Suite, and Excel; is a plus.Key Skills:
Proficiency in creating engaging PowerPoint presentations and delivering them effectively.Demonstrated resourcefulness and accountability, with the ability to manage work requests and define next steps independently.Strong ability to thrive under pressure and meet tight deadlines in a fast-paced environment.Excellent written communication skills.Strong verbal communication skills, capable of delivering compelling demonstrations that engage and inspire audiences.If you're looking for a challenging opportunity to make an impact and grow within a vibrant team, we encourage you to apply.
You will have access to: Opportunities to network and collaborateA challenging working environmentOpportunities to innovateWe can be a match if you are: Adaptable and curiousAnalyse complex data setsThrive in a collaborative environmentResilient and level-headed in a challenging environmentApply now if you are interested in taking the next step. We look forward to engaging with you! 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.
Job DetailsTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 22/10/24
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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