Client Experience Officer at FNB South Africa

Job Description

• To create win-win situations with customers through resolving customer queries and/or complaints in order to retain the relationship
• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity Identify and escalates potential risks that may lead to increased costs
• Prevent wastage and identify process improvements to contain and reduce costs
• Establish relationships with relevant individuals and departments to deliver on work expectations
• Adhere to relevant service level agreements to build trust in the relationship
• Investigate new ways to optimise processes
• Flag opportunities to migrate to platform and supports the use of technology in process and system improvements
• Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
• Execute own work in accordance with the organisational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution Identify and escalate risk as normal part of work
• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards
• Work with enhanced processes and procedures to maintain operational efficiencies
• Deliver work in an accurate manner to ensure consistent results
• Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality
• Adhere to quality standards, turnaround times and Company policies and procedures
• Complete relevant administration, reporting and updating of information accurately and on time
• Provide timeous reports on operations, performance and audit findings
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability
• Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps
• Create own personal development plan and review plan with team leader or manager
• Understand which competencies and skills are required to be mastered to ensure personal development and performance
• Keep abreast of learning opportunities, changing products and trends