Key Responsibilities;

• Addressing e-mail, web, social media enquiries and queries professionally, including but not limited to facebook, twitter, LinkedIn, WhatsApp banking, bookmarking sites.
• Investigate and resolve customer queries/complaints promptly.
• Record all queries received on Social Studio and provide customers with reference Numbers
• All queries that are not FCR should be resolved or escalated to the relevant units- immediately
• Ensure that client complaints are resolved effectively within prescribed timelines.
• Ensure that laid-down procedures are adhered to while providing excellent service.
• Maintain confidentiality of customer information at all times.
• Support migration initiatives and generate sales leads.
• Identify and recommend engagement opportunities by monitoring online conversations and social trends
• Identify potential risk as early as possible and resolve/escalate
• Identify, create and curate social content that results in engagements of clients.
• Analyse, review and report on effectiveness of customer engagements and adjust as may be necessary
• Act on data to improve capability of response, delivery of what matters and eradicate failure demand through team engagement.
• In conversing with clients, identify value demand opportunities:
• Ensures that all leads are logged correctly while connecting with the client and identifies demand generation opportunities.
• Participates in specific campaigns and marketing activities as required.
• Proactively promotes the use of multiple channels to clients
• Accurately captures, updates or amends client data

Legislative compliance

• Conduct a needs analysis to identify customer needs effectively when giving product advice, in line with Regulatory requirements.
• Complete disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensure proper record keeping.

Minimum Experience and Qualification

• Type of qualification: First Degree
• Field of study: Any relevant field
• 3 – 4 Years customer facing experience with exposure to public relations and social media tools

Job Purpose:

To ensure that all customers receive a consistently high-quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused culture becomes entrenched in the point of representation.

Minimum Experience and Qualification

• Type of qualification: First Degree
• Field of study: Business Commerce
• 5-7 years previous experience in the front line. Knowledge of retail and business products required for understanding the context of stated client demands. Knowledge of the procedures and the interdependencies of the various functions performed in Voice Branch.

Key Responsibilities:

Client;

• Perform quality assurance checks on an agreed sample size of customer interactions (Calls & emails) logged to monitor whether the quality of the service provided is in line with the agreed minimum standards.
• Perform call audits per Banker and conducts root cause analysis in line with set targets.
• Conduct coaching sessions with Bankers for scores below 100% on call and email quality as well as where adverse trends and gaps are identified.
• Execute on special projects in Voice Branch in collaboration with relevant teams.
• Ensure that daily statistics are captured accordingly and reported to line on time.
• Identify the source of the problem and recommends changes to improve client service.
• Implement quality assurance measures aligned to client expectations. Incorporate the relevant aspects into checklists to prevent reoccurrence as identified through audits of interactions.
• Review existing processes and identifies process improvement opportunities to develop improved processes for consideration.
• Develop proposed processes for new Voice Branch initiatives in alignment with business and client requirements i.e. to improve efficiency, reduce cost, improve quality and a superior, consistent, and optimum level of service

Data extraction and Reporting;

• Interface with multiple business users across the organization to gather and understand analytics /reporting requirements
• Translates data in a way that meets functional area specifications.
• Understands the data, systems and architecture of front-end applications and back-end data.
• Performs data validation to ensure that data is correct and meets functional area data specifications.
• Ensures the timeous delivery of accurate data extraction.
• Manages the consolidation of all relevant measurement (business, process and performance), MIS and standardised reporting for functional area - Daily, weekly and monthly reporting on trends, volumes and other MIS.
• Provide continues improvement reporting and analytics
• Generate both periodic and ad hoc reports as needed
• Analyse business information to identify process improvements for increasing business efficiency and effectiveness.
• Update and maintain agent database
• Identify and drive the translation of Adhoc reports to automatic dashboards
• Provides trend analytics pro-actively, and on stakeholder request.