Consultant, Merchant Call Centre at Standard Bank Group

JOB DESCRIPTION
Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

• To handle inbound and outbound calls and supply the highest level of quality to all customers who contact us via telephone, fax or e-mail.
• To assist customers on all queries across the spectrum of banking products.
• Liaise with service support area’s within SBSA and other 3rd parties(IB, etc) in order to ensure efficient and effective resolution of customer queries.
• Proactively identify and assess the risks involved and maintain an effective system of control to reduce the overall exposure. Maintain a high level of integrity and ethical standards.
• Ensures all information on systems and documents are recorded accurately.
•  Ensures service requests are logged for all calls received and that they are correctly logged.
• Responsible for good call quality, and adherence to the quality assurance process, compliance and empathy measures.
• Ensures service to customers in keeping with the bank’s values, processes and risk guidelines. 
• At all times fulfil service requests within SLA.
• The ability to communicate effectively on the phone and via email.

QUALIFICATIONS

• Matric

Experience

• 1-2 years general banking or call centre experience

Knowledge

• Knowledge of relevant procedures, Code of Banking Practice, products/services, local target market.

ADDITIONAL INFORMATION
Behavioural Competencies

• Resolving Conflict
• Showing Composure
• Team Working
• Thinking Positively
• Upholding Standards

Technical Competencies

• Risk Awareness
• Telephone Caller Handling
• Client Servicing
• Difficult Calls Management
• Query Resolution