FBN Customer Experience Champion - IRC224240 - Mkbn

FBN Customer Experience Champion – IRC224240

 

Closing date 30 June 2022

PURPOSE

To provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel’s and Self Service) based on customer centricity and customer experience best practice.

REQUIREMENTS

Grade 12

Relevant NQF 5 as prescribed by the Financial Services Board Regulatory Exam qualification will be an advantage

1 to 3 years’ experience in a retail environment

RESPONSIBILITIES

Contribute to cost efficiencies through responsible utilisation of work related resources

Prevent complaints by proactively identifying customers that need additional check ins or that are about to leave the branch without being helped, and assist these customers on alternatives (e.g., book a ticket or Digital Channels)

Provide great customer service to external clients entering the branch to get assistance with banking or financial needs

Contribute to teamwork and inclusivity within own team

Identify and utilise opportunities to assess and improve own performance

Ensure operational excellence through the delivery of work processes according to defined quality standards

Optimise work through the application of learning experiences

Build and maintain stakeholder relationships

Deliver customer service through adherence to quality service standards

ADDITIONAL INFORMATION

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

Apply online

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