Time left to apply: End Date: December 31, 2024 (30+ days left to apply)
Job Requisition ID: R13204
Job Description
Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations as well as educating customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.
- Leads identified converted into successful sales.
- Ensure activities support cost containment and reduction.
- Educate customers on correct eChannels to maximize channel optimisation opportunities identified aligned to customer needs.
- Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
- Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
- 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 eChannels and encourage use of digital 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 as per eCareers.
Job Details
Application Closing Date: 31/12/24
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.
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About Us
FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa.
The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo, DirectAxis, and MotoVantage. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services. The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group.
The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses.
The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.
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