Virtual Banker Private Assist at Absa Group Limited (Absa)

Job Description

Utilise technology and applied learning in a virtual omni-channel environment (Call Centre), to provide superior and seamless customer experience in an efficient and cost-effective manner. Perform banking duties and oversee the financial activities for business and private accounts. Engage professionally with internal and external clients and stakeholders.

Service the customer by offering a professional, consistent and outstanding level of customer service and grow the business within the branch/community.

Build trust by engaging in conversations and actively listening to customers in order to help customers solve their short and long term banking needs with end-to-end solutions (complex sales).

Key Accountabilities:

Operational Management

• Comply with standard operating procedures (SOP's).
• Apply and support agile methodology to enable Tribe performance.
• Maintain confidentiality.
• Analyse data and forward improvement recommendations to reports that reflect insight into trends.
• Plan, organize and complete tasks and activities in alignment with performance objectives.
• Multi-task by adjusting from one type of call to another, as collectively determined by the Operational Enabler, without loss of efficiency, loss of composure and utilising applied knowledge
• Achieve sales targets, whilst maintaining a superior and seamless customer experience.
• Provide a high level of individualized service to customers to cement loyalty and develop business referrals.
• Maintain an orderly workflow according to priorities.
• Coordinate work predominantly with electronic information and communication technologies in order to execute tasks.
• Contribute to the successful implementation of campaign initiatives by providing support in area of specialization.

Customer

• Provide specialist support in the application of robust Customer Relationship Management practices, to deliver a seamless customer experience through unique and accurate customer insights.
• Place customer experience at the centre of products, services and solutions to deliver a superior and seamless customer service.
• Provide specialist advice and support in the clarification of requirements and delivery outcome; expectations and experience with customers.
• Establish and maintain professional relationships with customers and colleagues.

Finance

• Adhere to specified policies, standards and procedures to prevent and reduce wastage of financial resources
• Identify, mitigate and escalate associated financial risks.
• Coordinate and monitor daily work activities within the Tribe environment to prevent financial losses.

Learning and Growth

• Participate in the personal development, coaching and performance management processes.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
• Acquire and apply skills in the application of agile methodologies.

Governance

• Understand and manage risks and risk events (incidents) relevant to the role.
• Conduct all activities and duties in full compliance with regulatory requirements, Risk Management framework and internal Policies and Policy Standards.

Competencies:

• Values Driven
• Digitally Empowered
• Customer Obsessed
• Exceptional Team Player
• Creative Problem Solving
• Drives Results
• Pan African Citizen

Minimum Requirements

• Grade 12 plus National Diploma in Business, Commerce and Management Studies (Field) (NQF level 06)
• University degree in a relevant discipline or relevant experience to compensate, post graduate qualifications will be an added advantage
• FAIS recognised qualification
• 3-4 years' sales and service experience in financial service or banking as a banker (preferably in call a centre environment)
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status.

General

• The appointment will be made in line with the Divisional Employment Equity strategy.
• There will be no referral payment option for this requisition

Education

• National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)