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 40%
- 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 – 30%
- 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 – 20%
- 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 – 10%
- 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
