Officer, Inbound at Standard Bank Group

JOB DESCRIPTION

• Answer telephone calls in a professional manner & offer assistance. Log all clients’ queries within agreed timelines. Analyse all logged queries & respond to clients within stated timeframe. Escalate unresolved issues for resolution. Constantly advise clients on the status of their queries & intended resolution. Guide clients on correct processes. Document departmental errors/inefficiencies for corrective action.  Monitor clients’ feedback & improve satisfaction survey results.Discuss client service improvements with Team Leader and Business. Attend and participate in all departmental meetings to review client issues. Assist the Team Leader in implementing improved services to the clients.Ensure that laid-down instructions are adhered to while providing excellent service within agreed timelines.  Maintain confidentiality of clients’ information at all times.

QUALIFICATIONS

• Completed Matric
• Business Commerce Degree

Experience

• 3 - 4 years
• Sound knowledge of Business processes when dealing with facilitating payments’ instructions for clients and when dealing with client’s queries. Sound knowledge of regulatory requirements while handing client’s queries  Global markets and Personal Banking experience.

ADDITIONAL INFORMATION

Behavioral Competencies

• Checking Details
• Conveying Self-Confidence
• Establishing Rapport
• Examining Information
• Following Procedures

Technical Competencies

• Customer Understanding (Business Banking)
• Product and Services Knowledge
• Product Related Systems (Business Banking)