Nedbank Group - Service Champion - Nedbank Parow Branch Nedbank - Parow, Western Cape To provide world class service by engaging with, and directing clients in order to optimise client flow within the branch so that the clients experience is enhanced. Key Performance Areas: Provided Client Service Acknowledge and greet clients entering the branch and establishes reason for visit, by asking relevant questions, so that clients can be directed to appropriate point of service. Verify that clients have the correct documentation to process their transactions and/or queries to prevent unnecessary queue time and improve client flow in the branch. Assist clients with special needs, such as clients with disabilities, elderly clients or illiterate clients, by assisting them in the completion of documentation or by obtaining the necessary information on their behalf in order to increase the customer experience. Suggest alternative channels (ATM, Self-service, Internet banking) to clients to educate them in terms of relevant point of service to reduce queue time. Refer client complaints to management for resolution and follow up on execution to ensure clients are updated. Thank clients when exiting the branch and collects completed feedback card or requests clients to complete the feedback card, and place in feedback box for follow-up by management. Monitored Branch Environment Observe and monitor the queue time and re-direct clients to alternative service points and recommends solutions to resolve client experience breakdown to management. Keep clients informed on waiting time progress by providing feedback on expected time of queue to ensure positive client experience. Inspect all equipment (TV, ATM), promotional items, brochures holders and stationery to ensure all in working order and sufficient stock, and replenishes where necessary. Inspect banking hall for any health and safety (OHASA) risks and ensures it complies to standards, and reports all defects and suspicious behaviour to management to take corrective action. Identified Cross-Selling Opportunities Identify cross-selling opportunities, without advising, and refers clients to the appropriate service point to be assisted. Capture the opportunity (sales leads) onto the Client Management System (CMS) where the lead can be followed up by the relevant sales consultant and converted to sales. Managed Self Stay abreast of Nedbank risk and compliance requirements by reading the relevant newsletters and websites to remain current and ensure own compliance. Remain updated and knowledgeable of all Nedbank products and services by reading the business communication updates to provide relevant information to clients. Ensure all learning and development (Growthtrax) activities are completed within specified timeframe to improve own performance and enhance career growth. Identify training courses for self to improve personal capability. Create and manages own career through guidance and support from management and colleagues. Understand and support the Nedbank values in all business processes. Ensure that own contribution and participation contributes to the achievement of team goals by actively participating in branch leadership meetings, sharing information/knowledge, collating feedback, training and coaching branch staff on client experience. Continued Improvement Participate in Nedbank Culture building initiatives (eg. Surveys) contributing to a culture conducive to the achievement of transformation goals. Participate and supports corporate responsibility initiatives for the achievement of business strategy (eg. Green Strategy). Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and add value to Nedbank. Act as Brand ambassador by displaying appropriate behaviour and Nedbank values. Essential Qualifications: Grade 12 Preferred Qualifications: Grade 12 Certifications: Job Related Experience: Managing customer expectations Working with customers to solve customer problems Identifying health and safety regulations violations 1 - 2 years customer facing experience, preferable Retail branch experience Answering customer questions Interacting with diverse people Interacting with external customers Technical Competencies: Relevant product knowledge Governance, Risk and Controls MS Office Basic Branch processes and procedures Nedbank banking systems Basic Customer service principles Customer service strategies Nedbank policies and procedure Nedbank vision and strategy Basic Nedbank culture Basic Behavioural Competencies: Building Customer Loyalty Managing work Communication Initiating Action Contributing to team success Applied learning Required Industry Acumen: Number of people reporting directly into job: Compliance/Legislative Requirements: Working Time: Travel Requirements: Equity Statement: Preference will be given to applicants from designated groups and suitable internal candidates in line with Nedbanks policies. Nedbank
Posted on: Mon, 10 Nov 2014 13:02:21 +0000
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