To take demand from walk-in customers for any banking matters ranging from product questions to customer account activities (e.g., closing accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently delivers what matters to the customer within the parameters of the bank's financial offerings.
• A Diploma in Business Commerce or related at NQF Level 6
• Submit a cover letter indicating your preferred duty station.
Experience:
• 1-2 years: Previous customer experience, understanding the bank’s laid-down policies and procedures related to customer service.
• Knowledge of the functions of other departments within the branch.
Key Responsibilities:
• Engages with walk-in customers in order to understand what matters to the customer (i.e. determine the what, why, when, where and how) and deliver against those demands.
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
• Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
• Understands the risks associated with the customer demand and follows effective controls to minimise risk.
• Orders replacement Credit cards and credit card pin codes from Card Division upon customer request.
Behavioural Competencies:
• Articulating Information
• Following Procedures
• Interacting with People
• Team Working
• Understanding People
Technical Competencies:
• Application & Submission Verification (Business Banking)
• Banking Process & Procedures
• Customer Understanding (Consumer Banking)
• Heart of Customer Experience
• Product Knowledge