Customer Service Representative

As the front line of our Bank, your role as a Customer Service Centre Officer is to contribute to our mission 'To build long-lasting relationships with our customers through our products, services and, most importantly, our people'. You will act to ensure the delivery exceptional customer service levels by accurately and efficiently actioning requests according to area responsibilities. Provide correct interpretation and implementation of policies and procedures, ensuring effective outputs are delivered within E-Banking operations and service standards.

Digital Support

• Assist customers with their enquiries via inbound and outbound calls.
• Action assigned secure messages and ensure the resolutions are achieved and follow up if needed.
• Respond to SysAid enquiries within the SLAs
• Online customers on-boarding via Nintex
• 2nd Level Internet Banking helpdesk (resolve enquiries and troubleshooting)
• Assist with Project Management as required – Testing & Implementation
• Internet/Mobile Banking back-office administration
• Assisting business admins in terms of setting up their Internet Banking including member's creations, account management and transaction management.
• Providing the Internet Banking user's feedback to Supervisor and Management
• Reporting IB related issues and customer complaints to Supervisor and Management.
• Following up with IB related issues to ensure the resolution has been provided within the SLAs
• 1st Level Card Services helpdesk (Resolve enquiries and disputes)
• Monitor and assess customer online applications using Digital Channel, including liaising with customers and branch staff, in terms of the end to end Digital account application process
• Gather data, research and analyse client and potential client information to identify potential customer acquisition
• Compiling analysis of channel/product data from multiple internal and external sources
• Performing day-to-day operational support for Digital products. Escalate issues to IT and/or 3rd party vendors, when appropriate
• Complete general administrative tasks both ad-hoc and recurring as designated by the CSC Manager or COO
• Provide day-to-day operational support for Electronic Banking / Digital Channel products and processes in line with daily tasks and responsibilities as required

Procedures

• Identify procedures that require updating or where there are gaps in the current procedures
• Contribute to the design and automation of processes and procedures
• Contribute to activities that reduce wastage and improve customer experience

Support

• Provide support to Retail, related to customer enquiries, operational requirements and electronic payments
• Assist Call Centre enquiries for Internet Banking Help Desk and Digital Channel

Desired Qualifications/Experience:

• Completion of HSC or equivalent
• Tertiary qualifications preferred but not essential
• Previous experience in customer service or call center operations, delivering exceptional customer service in a dynamic customer environment
• Excellent written and verbal communication skills
• Minimum 1-2 years general banking experience and understanding of product and processes
• Strong interpersonal and time management skills
• High level computer skills and proficient in Microsoft Office
• Willingness to undertake further studies / training

Competencies/Skills Required:

Communication/Interpersonal: Work well with staff, customers and external contacts in providing  a sound level of verbal and written communication skills in service delivery.

Planning/Organising: Organise own daily actions to effectively achieve required outputs of

department. Provide accurate and consistent information and take care with work to avoid errors.

Analysis/Problem Solving/Initiative: Refer complex matters for clarification or resolution, Identify key issues and act to diffuse issues before they escalate.

Teamwork: Contribute actively and openly to team communication. Work closely with staff members, focussing on delivery of work output and results.