Background

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

To ensure that customer service standards are maintained within the banking hall.

Responsibilities

• By walking the queue ensure customers are directed to the correct counters for assistance.
• Resolve enquiries by identifying quick-kill queries and resolving directly with the customer.
• Observe manning of cashiers/inquiries counters and provide feedback to branch manager or team leader when counters are not adequately staffed throughout the day.
• Complete the customer service dashboard on a weekly basis and provide feedback to the Branch Manager/Team Leader.
• Monitor the customer feedback system where it is available, ensuring that any broken equipment is reported to the branch manager.
• Communicate the use of the customer feedback system by talking to customers and having informal communication with Cashiers and Inquiries Advisors.
• Obtain feedback from customers on their perception of service by completing service questionnaires. Collate results and provide to the Branch Manager or Team Leader as well as the Service Manager at Head Office in-country.
• Act as service champion in the branch by communicating and coaching service initiatives to branch staff and showing branch staff an example through personal actions.
• Identify customers who want to close their accounts from those in the queue. Interview such customers to determine the reason for the closure and direct them as appropriate – customers complaining about service or tariffs are referred the Branch Manager or Team Leader service, customers who have the incorrect products are referred to the Customer Advisors. Complete the account closure forms for customers who insist on closure – hand documentation to Retail Support for processing.
• Log and create written responses to customer complaints and obtain sign-off from the Branch Manager or Team Leader before dispatching responses.
• Act as a spokesperson for the branch explaining sales campaigns to customers.
• Identify sales leads by talking to customers to understand their requirements. Direct them to Customer Advisors in the branch where a potential sales opportunity is identified.
• Ensure that the branch and on-site ATMs are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working (due to stock/cash shortages) advise the ATM Custodian immediately.
• Observe physical appearance of frontline staff, coach them where there are deviations from the minimum standards and escalate any continuous non-compliance to the Branch Manager or Team Leader.
• Arrange logistics for dedicated customer focus days within the branch and feedback the results of the focus days to the branch manager and focus day participants.
• Ensure that product pamphlets, campaign merchandising and branch stationary (such as deposit slips and pens) are adequately stocked and in good working order.
• From time to time authorize transactions above cashier limits during peak times or in the absence of other authorizers.

Qualifications

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

• By walking the queue ensure customers are directed to the correct counters for assistance.
• Resolve enquiries by identifying quick-kill queries and resolving directly with the customer.
• Observe manning of cashiers/inquiries counters and provide feedback to branch manager or team leader when counters are not adequately staffed throughout the day.
• Complete the customer service dashboard on a weekly basis and provide feedback to the Branch Manager/Team Leader.
• Monitor the customer feedback system where it is available, ensuring that any broken equipment is reported to the branch manager.
• Communicate the use of the customer feedback system by talking to customers and having informal communication with Cashiers and Inquiries Advisors.
• Obtain feedback from customers on their perception of service by completing service questionnaires. Collate results and provide to the Branch Manager or Team Leader as well as the Service Manager at Head Office in-country.
• Act as service champion in the branch by communicating and coaching service initiatives to branch staff and showing branch staff an example through personal actions.
• Identify customers who want to close their accounts from those in the queue. Interview such customers to determine the reason for the closure and direct them as appropriate – customers complaining about service or tariffs are referred the Branch Manager or Team Leader service, customers who have the incorrect products are referred to the Customer Advisors. Complete the account closure forms for customers who insist on closure – hand documentation to Retail Support for processing.
• Log and create written responses to customer complaints and obtain sign-off from the Branch Manager or Team Leader before dispatching responses.
• Act as a spokesperson for the branch explaining sales campaigns to customers.
• Identify sales leads by talking to customers to understand their requirements. Direct them to Customer Advisors in the branch where a potential sales opportunity is identified.
• Ensure that the branch and on-site ATMs are clean and presentable. Refer any issues to the Branch Manager for follow-up. If it is observed that the ATM is not working (due to stock/cash shortages) advise the ATM Custodian immediately.
• Observe physical appearance of frontline staff, coach them where there are deviations from the minimum standards and escalate any continuous non-compliance to the Branch Manager or Team Leader.
• Arrange logistics for dedicated customer focus days within the branch and feedback the results of the focus days to the branch manager and focus day participants.
• Ensure that product pamphlets, campaign merchandising and branch stationary (such as deposit slips and pens) are adequately stocked and in good working order.
• From time to time authorize transactions above cashier limits during peak times or in the absence of other authorizers.

• Customer Service
• Queue Management
• Sales Lead Generation
• Branch Appearance Maintenance
• Operational Support
• Communication
• Coaching

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)