Job Purpose:
- Capture
all queries (including verbal, written, telephone, e-mail etc) on the
bank’s query logging system.
- When
directly receiving customer enquiries, attempt to resolve the enquiry at
the first instance by using the bank’s systems. Only escalate to the
Client Service Manager when all other efforts have been exhausted
to resolve the customer’s request.
- Explain
to customers on the process flows for all their requests, including
timelines and requirements expected from the Bank and Client.
- Explain
the banks procedures, security requirements (such as the requirement to
provide sufficient identifying information when carrying out a
transaction) as well as services to customers.
- Resolve
queries – escalate where unable, to resolve to the Client Service Manager.
- Inform
customers of the value of using the Customer Feedback system, including
explaining to customers how the bank uses their feedback to improve
service.
- Ensure
that all geographically assigned clients are maintained, managed and all
their banking needs resolved.
Responsibilities
- Answering
and managing incoming calls.
- Handle
and resolve Oracle Service cloud emails and Queries
- To
receive, acknowledge and speedily resolve customer service requests as per
set Service Level Agreements.
- To
cross sell and market, the Bank’s products and services to ensure
increased international banking & remittance customer base and
increased value per customer.
- Reporting
and giving feedback to branch management on levels of customer
satisfaction and recurrent issues.
- Escalating
issues raised via phone to the relevant teams and support the entire
branch network on international banking and remittance related queries.
- Partner
support through calls and emails.
- Research
required information using available resources
- Capture
new customer infromation in to the system as well as updating existing
customer information.
- Document
all information according to standard opertaing procedures.
- To
ensure that high standards of Customer Service are maintained through out
service levels.
- 100%
compliance to the Bank’s policies and procedures.
Essential Knowledge
- Should
have clear verbal and written communication skills.
- Should
present great professionalism and organizational skills.
- Should
be proficient in data entry and basic computer skills.
Key Critical Competencies
- Business
awareness
- Strong
analytical skills and problem solving skills
- Excellent
planning skills
- High
personal standards and goal oriented
- Excellent
interpersonal skills
- Excellent
and effective communications skills, both orally and in writing
- Strong
coaching skills
- Strong
sense of responsibility and urgency.
- Attention
to details and ability to identify fraudulent activities.
- Show
world class client service skills on phone, email and verbally.
- Ability
to work well with minimum supervision.
Qualifications
- University
degree in relevant field or equivalent with a minimum of 2 years’
experience in Customer Service functions.
- IT
literacy.
- Able
to operate in a performance driven organization.
- Knowledge
of Bank’s customer segments, product types, service channels and tariffs.
- Should
be of sound knowledge of global business environment, regulations and
operations is desirable.
How to Apply