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
