Client Service Suite Technical Support Specialist at FNB South Africa

Purpose

• To provide clients with high quality navigational, administrative and technical assistance on all queries relating to electronic banking product sets and channel related requests

Experience and Qualifications

• Minimum Grade 12; IT-related qualification advantageous e.g. A++, N+ or SQL

Experience:

• Minimum 3 years’ experience in a call centre environment supporting electronic banking products
• Electronic banking knowledge including products such as Internet and Host to Host
• Solid call centre skills
• JAVA knowledge advantageous
• Technical Pre-requisite:
• Working knowledge of the following is advantageous:
• A variety of internet browsers
• Siebel or equivalent CRM tool
• Hogan advantageous
• Competencies
• Monitoring and Measuring
• Analysis & Attention to detail
• Problem Solving
• Judgement and Decision Making
• Process and Technological Competence
• Solutionist Thinking
• Connector
• Drive & Action Oriented
• Time and Self-Management
• Excellence & Quality Orientation
• Customer Service Orientation
• Building Relationships
• Customer Service Orientation

Additional information and responsibilities

• Analyze query and apply in – depth investigation and troubleshooting steps to assist clients in determining the problem
• Provide navigational assistance on product set until client is able to perform function independently
• Ensure every client interaction is logged on Siebel timeously
• Liaise with Client Service Manager and Digital Portfolio Manager or stakeholders on behalf of client to process files or find workarounds
• Liaise with client and technical teams (internal or external) and Production Support Teams to obtain further technical information until problem is resolved
• Identify system problem trends and alert key stakeholders
• Utilize data from PowerBI to identify trends in the client environment that may lead to system enhancements or implementation of efficiencies
• Educate clients on more efficient and effective ways of utilizing products and channels Identify system-related issues experienced on a monthly basis and discuss with stakeholders or product owners / managers to resolve
• Check Siebel, QC and JIRA on a daily basis for outstanding issues and actively follow up, update Siebel notes and provide feedback to relevant stakeholders
• Use this information to educate and inform the team to minimize future calls of the same nature
• Ensure that Siebel and JIRA reporting systems are effectively and actively managed Keep abreast of new system releases via the production fixes list Access the queue on Siebel or Jira to check open and new queries
• Classify queries as required Perform fit-for-processing where applicable
• Liaise and coordinate with various stakeholders regarding requests received
• Keep client constantly informed Actively manage open requests in terms of loading or transactional queries until completion
• Validate that requests are completed before communicating with client  
• Ensure processes are followed accurately and related documents are filled out comprehensively C
• ompile various reports at relevant intervals: SLA Dashboard Manual billing Production issues Quality and productivity Rotation of standby schedule
• Outbound capability to facilitate client requirements in client meetings
• Build and maintain effective relationships with all key stakeholders to facilitate organisational effectiveness Identify areas of concern in terms of reporting and use influence to debate and agree the best way forward
• Act speedily to resolve problems, queries and complaints Use influence and negotiation to achieve win-win outcomes Initiate meetings / discussions with key stakeholders to track progress, manage expectations and ensure clients’ needs are met
• Proactively communicate and share information and encourage discussion and debate (share successes, highlight challenges and identify and manage risks)
• Read the cultural environment and adapt communication style to meet the needs of different audiences
• Anticipate and manage conflict, demonstrating an ability to resolve differences, particularly where these may be stalling the implementation of agreed plans
• Ability to raise successes and challenges in stakeholder meetings
• Continually drive and model RMB’s values and Business
• Enablement purpose statement at all levels
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Make an effort to stay relevant and up-to-date with new legislation and developments etc
• Take ownership and accountability for tasks and activities and demonstrate effective self-management
• Maintain a positive attitude and respond openly to feedback Handle stress in ways that do not negatively impact others
• Continually share, debate and communicate learning’s
• Be proactive in anticipating potential problems and continually monitor progress to ensure small details are not missed / proactively identify opportunities to improve our efficiency vs client environ efficiency
• Perform Call Quality Monitoring (CQM) and Email Quality Monitoring (EQM) on team members on a monthly basis Continually look for way of improving to allow us to differentiate on service
• Assist the Client Service Suite during periods when they have an influx of calls or emails to enable teamwork and sharing of responsibility