Banker, Digital Banking Helpdesk at Standard Bank Group

JOB DESCRIPTION

• Takes personal customer sales demand (Lending, Retentions, Enablement, Home Loans Sales, Ucount) or service enquiries for two or more of the following: Internet Banking, Mobile Banking, Cellphone Banking, Messaging Channel, Transactional, Risk, Segment (service only), Fleet, Wealth, Travel Wallet / Secure Code, and or just Secured Lending, or Biz Direct across various mediums (i.e. phone, fax, e-mail etc.) accurately and within agreed service times.
• To act as an initial point of contact for all customer sales and service-related requests.

QUALIFICATIONS

• Qualifications: NQF 5
• Years: 3-4 years
• Experience Description: Experience within Call Centre and Branch environment. Voice Branch experience would be an advantage

ADDITIONAL INFORMATION
Customer Service

• Resolves personal customer for e.g. Segment, Transactional, Risk, Self Service (Internet Banking, Mobile Banking, Cellphone Banking & Messaging) and or Secured Lending sales and service-related queries (e.g., opens investment accounts, etc.).
• Listens to the customer and asks appropriate questions and makes an effort to understand the customer’s needs/concerns/situation.
• Maintains the correct conversational flow during calls.
• Displays appropriate levels of care, concern and empathy whiles resolving the customer’s query.
• Logs service requests (queries and complaints) accurately for resolution.
• Actions all personal work list items within the agreed timeliness.
• Accurately captures, updates or amends customer information and history notes.
• Identifies and actions cross-sell and up-sell opportunities as required (Focussing on digital channel and feature adoption).
• Logs sales and migration interactions by following the stipulated process.
• Participates in tactical sales/marketing activities as required (campaigns).

Operational efficiency and effectiveness

• Follows the allocated staffing schedule to maximise availability to the customer at all times.
• Provides quality service to customers in order to fulfil their needs within the least amount of time. 
• Accurately logs calls (e.g., records the customer interaction by capturing leads, queries, complaints, compliments, contact details, etc.)
• Uses the system appropriately to accurately and effectively answer and resolve customer calls.
• Proactively educates the customer about self-service transactional options and appropriate self-service channels.