Job Purpose
The role holder will be responsible for delivering
seamless world class customer experience across all customer touch points with
utmost level of consistency & professionalism.
Key Responsibilities
Customer Experience
- Available and able to respond in a prompt, timely, friendly,
supportive and helpful manner to all customers who walk into the branch
and project a professional, warm and friendly image.
- Use sound judgment and take decisions that will meet customer
expectations while striving to achieve a win/win outcome for the Customer
and the Bank
- Ensure customers receive excellent and consistent service by
providing fast, accurate, relevant and useful information, regarding all
aspects of SBM Bank Products and Services in line with the customer’s
feedback and needs to achieve a world-class customer experience at all
times
- Ensure that all customer queries, problems and complaints
related to the bank are completely and effectively resolved as a ‘One Stop
Shop’ service
- Take responsibility for acting on, following up customer
instructions proactively and keeping customers frequently updated on the
status
- Avail customer instruments such as cheque books, prepaid,
debit cards, mobile access and online access within agreed timelines
- To ensure that issues escalated arising from customer queries
are resolved within 24 hours to maintain customer satisfaction &
loyalty
- Eliminate recurring customer issues through Root Cause
Analysis and maintain Service Improvement Action Plans which should be
implemented in the “Kill the stupid rule habit”
- Uphold and maintain the SBM Bank Values.
Business Growth
- Drive revenue growth through revenue assurance and non-funded
income
- Required to open, reactivate and retain set number of target
accounts and cross sell full array of retail products while ensuring
optimal channel utilization as per set targets.
- Deepen existing relationships and grow share of
wallet/potential value within the Bank by recognizing and referring
cross-sell opportunities through channel migration, cross sell and up sell
of products and services that add value to the customer on the use of
digital alternative channels.
Compliance and Audit
- Ensure that the branch look and feel is within set Customer
Experience Standards including implementation of adherence to SBM Habits,
Name tags (First Name Only), dress code – Clean Desk Policy and Floor
Management of the banking hall
- Authenticate Customers identity and when positive, capture and
update customer interactions accurately on CRM; when unable to validate,
escalate interaction via CRM
- To ensure strict compliance with Branch Operations, Customer
Experience Policy, Customer Service Standards and all other Bank Processes
and Procedures so as to get It Right the First Time, every time for all
branch staff
- Comply with respective Know Your Customer (KYC), KYP, KYT,
Anti Money Laundering (AML) procedures and be alert at all times to
unusual or possibly suspicious activity, and make an incident report to
the Branch Manager, Customer Experience and Risk
Learning and Development
- Take responsibility to continually develop and learn, so as to
improve personal performance in order to achieve individual, team and
departmental SLA’s and KPI’s
Key Relationships
Customers of this Position
- External Customers
- Branch Colleagues
- Colleagues within Branch network and Central Office
Knowledge Requirements
Skills and Experience required for this Role
- Bachelor’s degree in any discipline with a minimum of second
class honors
- Good Communication Skills (written and verbal)
- Customer service management processes and procedures MS
proficiency – Excel, PowerPoint, word etc
Competencies required for this Role
- Working with people
- Adhering to principles and values
- Relating and networking
- Persuading and influencing
- Presenting and communicating information
- Writing and reporting
- Learning and researching
- Creating and innovating
- Delivering results and meeting customer expectations
- Following instructions and procedures
- Adapting and responding to change
- Coping with pressure and setbacks
- Achieving personal work goals and objectives
How To Apply