Key Performance Areas
To acquire and educate for sales and service, drive digital migration, ensure activation and cross complementary products.
Customer
Takes accountability in customer engagement to identify customer's needs.
Use the systems to establish the authenticity of the customer and avoid dealing with and compromising information to unauthorized persons.
Performs the regulatory checks for the customer, FICA, POPI and NCR.
Aid customers in account servicing and account origination.
Handles client serving like issuing of card, answering to client queries.
Referring matters outside the operational mandate to the team leader.
People
Adheres to principles of teamwork.
Allows to be led by the senior.
Finance
Ensure that revenue is generated by meeting the agreed sales target.
Retain customers by providing client service and resolving complaints and queries timeously.
Prevent account closures and operational losses by following laid down procedures on compliance.
Process, Risk, Regulatory & Compliance
Comply with FAIS guidelines (Honesty and Integrity).
Operates within the code of conduct.
Adhere to Treat Customers Fairly, FICA, POPI and NCR guidelines.
Refers any matters outside the laid down scoring to the team leader.
Operate within the stipulated Levels and Limits.
Collate information regarding systems, clients and processes to aid an improvement of the overall client experience.
Responsibilities
Leads identified converted into successful sales.
Ensure activities support cost containment and reduction.
Educate customers on correct digital channels to maximize channel optimisation.
Connect with our customers by living up to our brand promise of "HIGH FIVE" at all times. Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
Make sure ACTIVATION is PRIORITY on onboarding.
Always conduct themselves in an ethical manner.
Adhere to the TCF (Treating Customer Fairly) principles in all that you do.
Optimize every customer interaction to migrate cash transactions and/or convert customers to digital channels and self-service channels.
Resolve all customer queries efficiently, and within agreed timelines.
Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
Demonstrates behaviour in support of the organizational values.
Takes accountability for own performance, personal and career development.
Maintain an ability to adapt to ever changing business and customer needs.
Contribute to the overall effectiveness and success of the team.
Improve knowledge and competencies by completing role-specific training.
Key Performance Measure
Meet stipulated target.
Service compliments and complaints.
Adhere to Compliance requirements.
Operational losses and attrition.
Qualifications
Minimum Qualification: NQF 4 Qualification.
Preferred Qualification: Relevant NQF 5 qualification as prescribed by the Financial Services Board.
Regulatory Exam qualification.
An appropriate recognised business Diploma or Higher Certificate at NQF level 6.
Microsoft Office Computer Literate.
Experience
Experience: 1-2 years related experience.
FAIS – Yes.
The successful applicant must:
Demonstrate leadership competencies - Manager of Self.
Meet customers' needs: Make every effort to understand and fulfil the needs of internal and external customers, establishing relationships that help customers feel valued.
Handle upset customers: Hear them out, empathize, apologize, and take personal responsibility for resolving their problems/issues.
Accept development opportunities: Accept responsibility for personal development to reach full potential; jointly determine appropriate developmental activities with the manager.
Inspire others to develop: Instil curiosity for new knowledge and help team members create development opportunities.
Anticipate changes: Use new situations as opportunities to achieve results.
Consider impact: Consider the people and systems impacted by actions when improving work outputs.
Work interdependently: Achieve best results when working with or through the team and diverse teams across the organization.
Value teams: Demonstrate commitment to the team, share relevant information, and contribute to achieving goals.
Have the confidence to achieve ambitious goals: Strive for ambitious goals as an individual and within teams, demonstrating a commercial mindset.
Celebrate success: Celebrate success while guarding against complacency and respecting the contributions of others.
Build relationships: Actively build trusting and productive relationships with colleagues, regardless of cultural backgrounds.
Be true to oneself: Always do what is promised, even under pressure.
Demonstrate integrity: Work in an open, transparent and respectful way, upholding the rights and feelings of all colleagues and customers.
Understand regulatory requirements: Demonstrate full knowledge of regulatory rules and principles relevant to the role, complying with internal policies and procedures, escalating potential risks and concerns.
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