To operate as the first point of contact and provide an exceptional level of service to Personal Banking (PB) clients through a number of channels (Phone, e-mail & face to face) within the team, offering financial solutions to clients within defined parameters and governance processes. Always operate with a mindset on client centricity and continuous improvement.
Minimum Qualifications
Type of Qualification: Bachelor Degree
Field of Study: Commerce, Banking, Accounting, Business Administration
Experience Required
Client Coverage
Personal and Private Banking
1-2 years
Ideally has experience in either a similar Banking/Financial role or has a strong level of customer service experience.
Behavioral Competencies:
- Adopting Practical Approaches
- Embracing Change
- Examining Information
- Following Procedures
- Generating Ideas
- Interacting with People
- Producing Output
- Seizing Opportunities
- Team Working
- Thinking Positively
- Understanding People
- Upholding Standards
Technical Competencies:
- Active Listening
- Contact Centre Customer Relationship Management
- Difficult Calls Management
- Query Resolution
- Telephone Caller Handling
- Verbal Communication
POSITION: Consultant, Customer Servic
To ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area
Minimum Qualifications
Type of Qualification: Bachelor Degree
Field of Study: Commerce, Accounting, Banking, Business Administration
Experience Required
Client Coverage
Personal and Private Banking
1-2 years
Branch banking and administrative experience, exposure to enquiries and query management.
Behavioral Competencies:
- Documenting Facts
- Embracing Change
- Following Procedures
- Interacting with People
- Interpreting Data
- Managing Tasks
- Meeting Timescales
- Producing Output
- Showing Composure
- Team Working
- Thinking Positively
- Upholding Standards
Technical Competencies:
- Banking Process & Procedures
- Client Servicing
- Customer Reception and Channelling
- Product Knowledge (Consumer Banking)
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