Postbank is a bank by South Africans for South Africans and like all the other renowned commercial banks in the South African market, Postbank is all about serving the South African citizens and creating lasting value. The Bank’s core function is to provide cost-effective financial services to South Africans. It views itself as a banking and financial ser...
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Implement Customer Experience objectives and standards for Postbank. The standards must be defined across different channels e.g. ATM vs. call centre vs. branch experience.
Lead communication efforts with key Postbank regional stakeholders involved in the service and customer experience value chain and actively participate in regional and area stakeholder and client meetings.
Implement and operationalize a customer experience measurement framework.
Provide Regional government leads and maintain continuous relationship post-acquisition.
Establish and maintain excellent relations with customer base
Respond efficiently, accurately and courteously to all customer service matters, complaints and requests
Support Consumer Financial Education (CFE) initiatives by conducting regional consumer financial literacy sessions across all customer segments.
Participate in the Voice of the Customer forums within the Region where critical customer concerns and issues can be raised with internal and external stakeholders. Use these forums to ensure that customer concerns and pains are resolved.
Achieve and/or exceed set sales targets for product and services
Ensure the efficient management of function/resources in accordance with the stipulation of the PFMA, fraud prevention and risk management principles, Corporate Governance, legislation agreement, Company policies, practice procedures, regulation, Delegation of Powers, etc.
Increase profitability volume growth and sustain competitive advantage
Receive, investigate, resolve and report customer related complaints
Develop, encourage and nurture collaborative relationships with colleagues, customers and external stakeholders
Role Requirements: Qualifications:
National Diploma/Certificate (NQF 6) or similar with majors in Sales & Marketing
Regulatory Examination (RE5) Certificate.
A Degree will be an added advantage
Experience:
3-5 years’ experience in Sales and Marketing/Customer Service preferably within the Financial Services Industry
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