purpose:
To provide the customers with excellent service by ensuring that they are served promptly understanding their needs processing their requests.
Responsibilities:
- Achieve the delivery of exceptional customer experience against the Balanced Scorecard standards.
- Ensure customers’ needs and expectations are understood.
- Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer.
- Provide the customers with all information required to make an informed decision.
- Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer.
- Build and maintain enduring and rewarding relationships with customers.
- Follow-up with customer to provide an after sales service and determine level of satisfaction with product.
- Manage the migration of accounts from transactional to Self Service
- Open and close customers’ accounts as per customer requests.
- Manage the growth of active customer Account Base to increase client base.
- Maximise cross sell opportunities and strengthen client relationships.
- Promote and market FNB products and services to existing and potential customers in order to obtain growth in the market share and revenue.
- Track, control and influence sales activities with the specific aim to achieve previously determined sales targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Prepare weekly reports regarding progress towards or achievement of targets and data collected from various accounts opened.
- Compile a database of possible new leads, maintain and update leads database regularly
- Comply with governance in terms of legislative and audit requirements.
- Prepare customers agreements according to set procedures in order to protect the bank’s and customer interests.
- Compliance with procedures and processes contained in the Golden Rules.
- Check all transactions on a daily basis to ensure new business applications are closed within appropriate timelines.
- Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies.
- Investigate marketing opportunities to gain potential customers.
- Follow up on leads and provide feedback.
- Provide accurate and reliable sales and service statistics.
Experience and Qualifications:
- Grade 12 with a minimum of 25 points.
- 2-3 years related experience.
