RAS Client Service Specialist at RMB - Rand Merchant Bank

Job Description

To provide high quality service to clients to retain and enhance the client experience, responding to queries sent via the relevant communications / messaging channels

• Deliver service that exceeds customer expectations through proactive, innovative, and appropriate solution selection and application
• Provide customers with relevant information to keep them informed of products and service options
• Attend to client requests, incidents, and queries, acting speedily to reach resolution within the stipulated SLA, and capturing query details accurately for future reference
• Remain cognisant of other relevant benchmarking metrics to meet or exceed client expectations through service delivery
• Collate and produce relevant information in a timely manner for review
• Analyse dashboards/Management Information to identify trends within clients, and to inform possible improvements
• Provide required reporting to clients on a regular basis and on ad hoc occasions
• Implement findings from client satisfaction surveys to better manage client needs
• Adhere to and assist with the development of client retention policies.
• Participate in a service culture, building rewarding relationships, proposing innovations, and allowing others to provide exceptional client service
• Maintain static data for existing accounts
• Open, modify and close clients’ Rand Accounts as required
• Engage in the maintenance of current client accounts and prepare for the onboarding of new clients
• Clear the NPS suspense account daily
• Provide clients with ad hoc daily cash prediction reports as required, and assist clients with ad hoc audit confirmations
• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence, and negotiate to achieve win-win outcomes.
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders’ requirements are delivered.
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
• Anticipates consequences and adapts problem solving based on continual feedback.
• Implement, monitor, and control business processes according to quality standards, policy, and compliance and governance requirements in area of accountability
• Ensure the development, alignment, mapping, and implementation of end-to-end processes aligned to the customer journey map
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy