Manager, Ocean Export at FNB South Africa

Role Purpose

To determine customer needs and direct and assist customers on the appropriate assisted, self-service or online banking options to ensure an exceptional customer experience and increase utilization of self-service and online platform based banking options

Responsibilities

• Greet customers to determine customer needs and direct them to appropriate online channels or other service options and educate on usage to satisfy need and enhance the customer experience
• Demonstrate teamwork as a valued team player
• Assess own performance through seeking timely and clear feedback and request training where appropriate
• Comply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialization
• Address customer needs in order to meet or exceed customer expectations
• Build and maintain stakeholder relationships
• Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service
• Act responsibly with work related resources to contribute to cost containment
• Maintain Self Service Devices to ensure optimal availability to customers
• Provide customers with the most recent self-service devices offerings and pricing structures while identifying potential sales leads for the sales team.

Additional Requirements

In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

Qualifications and Experience

• Minimum Qualification - NQF 4 Qualification
• Experience - 1 to 3 years’ experience in a sales and customer interaction role preferably within a financial services industry
• Additional Knowledge-Technical knowledge in the usage of devices (laptops, smart phones, tablets)
• Person must not be an unrehabilitated insolven

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Role Purpose

To provide a positive customer experience by being helpful and sensitive to customer needs, expectation and providing product solutions including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

Responsibilities

•  Connect with our customers by living up to our brand promise of how can we help you? at all times.
• Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs.
• Conduct themselves in an ethical manner at all times
•  Adhere to the TCF (Treating Customer fairly) principles in all that you do
•  Identify and sell/cross sell products aligned to customer needs
• Maximize channel optimisation opportunities identified aligned to customer needs
• Ensure activities support cost containment and reduction
• Optimize every customer interaction to migrate or convert customer to eChannels and or encourage use of digital and self-service channels
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrates behaviour in support of the organizational values
• Takes accountability for own performance, personal and career development
• Improve knowledge and competencies by completing training specific for role as per eCareers
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needs

Additional Requirements

In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

Qualifications and Experience

• Minimum Qualification: NQF 4 Qualification
• Preferred Qualification: Relevant NQF 5 qualification as prescribed by the Financial Services Board Regulatory Exam qualification
• Years of Experience: 1-2 years related experience
• Person must not be an unrehabilitated insolvent

go to method of application »

Role Purpose

Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations as well as educating customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

Responsibilities

• Leads identified converted into successful sales.
• Ensure activities support cost containment and reduction.
• Educate customers on correct eChannels to maximize channel optimization opportunities identified aligned to customer needs.
• Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
• Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
• Conduct themselves in an ethical manner at all times.
• Adhere to the TCF (Treating Customer fairly) principles in all that you do.
• Optimize every customer interaction to migrate cash transactions and/or convert customer to eChannels and encourage use of digital and self-service channels.
• Resolve all customer queries efficiently, and within agreed timelines.
• Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrates behaviour in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Maintain an ability to adapt to ever changing business and customer needs.
• Contribute to the overall effectiveness and success of the team.
• Improve knowledge and competencies by completing role specific training as per eCareers.

Additional Requirements

In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.

Qualifications and Experience

• Minimum Qualification: NQF 4 Qualification
• Preferred Qualification: Relevant NQF 5 qualification as prescribed by the Financial Services Board
• Regulatory Exam qualification
• An appropriate recognised business Diploma or Higher Certificate at NQF level 6
• Experience: 1-2 years related experience
• FAIS – Yes
• Person must not be an unrehabilitated insolvent