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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