Consultant Business or Private Banking at Absa Group Limited (Absa)

Job Description

Customer Service: Respond efficiently, accurately and courteously to all customer service matters, complaints, requests | Support the development and maintenance of processes in Customer Services Centre: Adhere to all processes in the CMP Customer Services centre and identify opportunities to improve Client Servicing processes | Monitor and control risk associated with the Customer: Ensure that all activities performed in providing Customer Services comply in all respects with Absa's risk and compliance policies and procedures as well as legal and regulatory requirements | Stakeholder Management: Establish and maintain good professional relationships with relevant stakeholders so as to remain abreast of their needs and issues and respond rapidly and effectively | Self-development: Owning and being proactive about own training and development

Accountability: Operational Management

• Plan, organize and complete tasks and activities in alignment with performance objectives.
• Effectively collaborate new product development efforts and associated go-to-market operational plans.
• Multi-task by adjusting from one type of call to another, as collectively determined by the Segment Tribe, without loss of efficiency, composure, or knowledge.
• Understand and interpret customer insight to match with the relevant product and communicate product development needs to product specialist in Virtual Channels
• Continuously ensure an up-to-date and holistic understanding in the Virtual Channels environment, processes, procedures, technology platforms, products, compliance and risk.
• Embrace change initiatives and positively contribute to the success thereof within the Segment Tribe.
• Provide a high level of individualized service to customers utilizing consultative relationships with customers to increase loyalty and business referrals.
• Maintain an orderly workflow according to priorities.
• Coordinate work predominantly with electronic information and communication technologies in order to accomplish tasks.
• Analyze data and provide monthly reports that reflect insight into tendencies and patterns.
• Apply and support agile methodology to enable Segment Tribe performance.
• Maintain confidentiality.
• Drive sales and product knowledge with customers and within the Segment Tribe and share customer insights with the product development team to enable timely product development and provision.
• Identify and recommend new innovative ways of achieving quality customer product experience results.
• Apply specialist knowledge and use customer insight for a step by step problem solving and prevention process and continuously improve customer experience.
• Manage the implementation of new processes and systems to optimize the customer experience.
• Test the improvements with internal and external clients.
• Provide specialist support to internal and external customers

Accountability: Customer

• Provide specialist support in the application of robust Customer Relationship Management practices, to deliver a seamless customer experience through unique and accurate customer insights.
• Implement service delivery excellence plans for customers by putting customers at the centre of products, services and solutions.
• Place customer experience at the centre of products, services and solutions to deliver a superior and seamless customer service.
• Provide specialist advice and support in the clarification of requirements and delivery outcome expectations and experience with customers.
• Establish and maintain good professional relationships with internal customers and colleagues.

Accountability: Finance

• Adhere to specified policies, standards and procedures to prevent and reduce wastage of financial resources and escalate associated risks.
• Coordinate and monitor daily work activities within the Segment Tribe environment to prevent financial losses.
• Identify financial risks and escalate as required.

Accountability: Learning and Growth

• Participate in the personal development, coaching and performance management processes.
• Continuously assess own performance, seek timely and clear feedback and request training where appropriate.
• Acquire and apply skills in the application of agile methodologies.

Accountability: Governance

• Understand and manage risks and risk events (incidents) relevant to the role.
• Conduct all activities and duties in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

Education and Experience Required:

• National Diploma / Advanced Certificate (NQF level 06)
• 3-4 years' relevant experience

Knowledge & Skills:

• Building Customer Loyalty
• Customer Relationship Management
• Customer Understanding
• Developing Sales
• Product Knowledge
• Quality Orientation
• Agile methodology

Behavioural Competencies:

• Customer focus and empathy
• Customer Service
• Improvement orientation
• Interpersonal effectiveness
• Organisational Awareness
• Persistence and tenacity
• Self-Development
• Teamwork and collaboration

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)