Product/Service Information
Provide advanced product/service information.
Customer Order Processing
Record and process customer orders, selecting the most appropriate approach based on predefined options.
Resolving Customer Issues
Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
Customer Relationship Development / Prospecting
Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
Customer Relationship Management (CRM) Data
Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.
Customer Needs Clarification
Interview the customer, following a multilevel sales script, to clarify the customer’s requirements.
Provide exceptional service to customers to encourage continued use of the organization’s products/services.
Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Personal Capability Building
Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
The 2 primary responsibilities are as follows:
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Provide information on product.
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Guide customers on process.
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Educate customers on digital experience of the Mobile App.
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Escalate exceptions which require investigations to Back Office including but not limited to Fraud, Deceased Estates, Disputes and Court Order Payments.
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Receive and create a case for complaint from our customer channels.
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Track progress of complaint across the bank.
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Report on all complaints to Customer Committee.
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Identify reportable complaints and escalate priority.
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Ensure regulatory standards.
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Escalate complaints to specialists as is necessary.
Client Defined Services are:
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Conversations to understand customer needs; then asking questions to ascertain the root cause of the issue or need
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Effectively using tools to respond to customer enquiries, including banking requests, provide account and loan information, handle service and new business-related concerns or complaints, etc.