Job Description
To ensure that customer requests, complaints and queries received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area in order to deliver a positive client experience.
To be responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address and therefore can be the first point of escalation for clients and frontline staff.
Key Responsibilities
Manage and resolve escalations and complex client issues by providing tailored solutions, ensuring high service quality and driving customer retention within the branch.
Issue off-cycle statements at customer's instance and keep records of all source instructions from customers.
Process written inter-account transfer instructions and execute all financial transactions within approved limits of authority.
Identify cross-selling and migration opportunities and sell products/services proactively.
Educate customers on the benefits of the bank's products and services to drive customer engagement and support business development goals.
Maintain a high level of customer satisfaction by providing consistent, professional support to all branch visitors.
Qualifications
Minimum of First Degree
Experience Required
Knowledge of the bank's products, compliance procedures and regulations governing the management of financial services. Previous branch banking experience.
Additional Information:
Behavioural Competencies:
Articulating Information
Embracing Change
Establishing Rapport
Following Procedures
Managing Tasks
Meeting Timescales
Producing Output
Seizing Opportunities
Showing Composure
Team Working
Upholding Standards
Valuing Individuals.
Technical Competencies:
Active Listening
Banking Process & Procedures
Customer Understanding (Consumer Banking)
Product and Services Knowledge
Product Knowledge (Consumer Banking)
Risk Identification
Telephone Caller Handling.