Description
To proactively acquire new clients and develop, maintain and expand a client portfolio through high touch professional and personalised relationships with high nett worth clients and the provision of holistic and appropriate solutions in meeting client’s needs. Identify, control and escalate potential risks which may lead to increased costs. Manage costs or expenses within approved budget to achieve cost efficiencies. Deliver against operational and cost targets. Prioritise resource allocation in order to minimise and reduce wastage. Drive adoption of digital and other self-service options across client base. Collaborate closely with relevant business units and FNB product houses as per strategy. Be an ambassador for FNB as a financial service provider encompassing FNB internal values and ethical standards. Maintain expert knowledge on all FirstRand approved products, application procedure, processing and timelines in order to drive and achieve relevant sales targets. Ensure that the quality of advice remains high and consistent and in line with FNB’s investment philosophy and product approved matrix. Liaise and interact with clients and or customers via approved communication channels in a positive and helpful manner. Respond to customer requests in a timely and efficient manner. Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns. Resolve customer dissatisfaction/complaints by taking ownership of the problem. Analyse customer feedback to help improve customer service. Ensure that delivery is accurate, timeous and of an acceptable standard. Ensure that product or service knowledge and advice is technically accurate. Know and understand customer needs in order to deliver a quality service. Propose ideas to improve customer service. Manage stakeholders and adhere to relevant SLA agreements. Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members. Maintain and build relationships for purposes of expectation management, knowledge sharing and integration. Inform and educate customers on products and services to ensure retention of existing customers. Liaise and interact with clients and or customers via approved communication channels in a positive and helpful manner. Maximise cross-selling opportunities. Advise on and provide support to ensure the effective resolution of customer queries in order to ensure customer satisfaction and retention. Engage with clients to understand their unique requirements, drive value optimisation and advise on best options for product integration and wealth management. Manage the growth of active customer account base. Take all necessary actions to ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability. Maintain expert knowledge on relevant legislative amendments, industry best practices and FNB’s internal compliance procedures and requirements. Ensure compliance is adopted in terms of systems and procedures as laid out by FNB. Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks. Ensure optimal usage and protection of business assets. Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data. Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets. Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities. Develop new insights into situations and apply innovative solutions to make organisational improvements. Analyse client’s current product offerings and solutions with the aim of ensuring FNB is the client’s primary banking institution. Identify additional financial services requirements through all aspects of the clients’ balance sheet Implement, track and report on client campaigns and initiatives. Achieve sales targets in line with performance scorecards and achieve an acceptable cost of sales ratio Identify opportunities to increase sales revenue and to grow the organisation's client base while containing costs. Ensure fulfilment of the sales processes until client is fully on-boarded into the correct service model. Ensure increasing number of clients by selling the full respective value proposition (bundle products) and ensure clients are registered on digital and other self-service options. Identify and correct sales process problems and escalate where necessary. Continuously improve sales processes. Maintain expert knowledge on all FirstRand approved products, application procedure, fulfillment processes and timelines in order to drive and achieve relevant sales targets. Maximise cross-selling opportunities. Identify effective activities to address own development gaps. Create own development plan and review plan with team leader or manager.
Job Details
Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
08/11/24
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
