Time left to apply: End Date: November 1, 2024 (8 days left to apply)
Job requisition ID: R-15967838
Empowering Africa's tomorrow, together...one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
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Job Summary
Support Customers in the banking Hall and guide them to the right service.
Champion our digital solutions to customers, enthusiastic about technology, helping people, and world-class Customer experience.
Promote, engage, and discuss with authority the current digital offering.
Job Description
Accountability: Queue Management and Business Support
Act as the first point of contact, engaging with Customers in the banking hall, to guide them to embrace digital adoption, and direct them to the correct desks to drive growth in products and services.
Be regarded as a subject matter expert who communicates in a variety of ways; verbally, written, social tools, face to face.
Proactively and actively migrate customers at the branch to transact digitally.
Identify, resolve, and escalate complaints/queries that affect Customer experience to ensure improved NPS.
Offer excellent personal support and customer experience to ensure that we wow and retain our customer base.
Manage expectations within Service Level Agreements (SLA).
Deliver a culture of expert support and digital collaboration.
Accountability: Merchandising and Compliance
Ensure that merchandising materials are displayed in accordance with TCF guidelines, monitor stock levels, and feedback requirements to respective Merchandising Coordinator.
Brief Staff on promotional and product launches; provide regular feedback on customer responses and reactions.
Ensure that the look and feel of the branch is up to Absa's standards and engage respective stakeholders for remedial actions where the branch is not compliant.
Through effective banking hall management, ensure that customers are directed to the most appropriate service delivery channel to meet their needs; provide leads as per targets agreed with Branch Manager to improve business performance.
Own and manage the customer queries and complaints end-to-end process, resolving and responding to customer issues in a timely manner as per policy guidelines to ensure the provision of seamless world-class customer service.
Accountability: Service Standards
Continuously measure and monitor agreed Service Standards by completing and maintaining a balanced scorecard for the branch (e.g., Account opening/Loan TAT, complaints handling, mystery shopping, survey statistics, cheque book processing, ATM processing, Queue time, etc.).
Monitor the changing needs of the customers, liaising with internal and external customers to identify areas of improvement and make recommendations for service improvements and implementing those improvements to the satisfaction of both internal and external customers.
Come up with and effectively roll out initiatives to improve the customer's experience, create customer retention & loyalty, and enhance Teams' business performance.
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
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