The ideal candidate must provide delightful client centric experience through agile engagements and to migrate clients to a digital channel of choice.
Manage the banking hall floor.
Meet, greet, establish and clarify client needs and verify documentation.
Control the queuing system and prioritise clients with special needs.
Address any queries or concerns relating to the queue flow or digital devices.
Walk the floor, educate clients on devices and ensure connectivity.
Suggest alternative channels in terms of relevant point of service in relation to costing.
Assist with or refer client complaints to management for resolution and feedback.
Encourage client feedback and thank clients when exiting the branch.
Promote digital banking by educating, activating and supporting clients.
Support and motivate branch staff to educate and migrate clients to digital.
Assist in enabling clients on digital and other self-service channels.
Identify and recommend ways to enhance client communication.
Manage the client experiences environment.
Ensure that all equipment is switched on / off daily, is in working order and due process is adhered to.
Meet with Branch Manager to discuss previous day's report and agree on any changes to be initiated.
Ensure staff are ready to receive clients on time.
Manage and hold staff accountable to call clients consistently whilst at the counter.
Address both the negative and positive sides to client experience with all staff and provide recognition where it is due.
Responsibilities + Skills
Achieve and report performance on digital usage targets.Improve digital migration volumes.Improve in enticement statistics in the branch.Support the achievement of the business strategy, objectives and values.Stay abreast of developments in field of expertise.
Recommend solutions to resolve client experience breakdown through observing and monitoring queue time and re-directing clients to alternative service points.Ensure that there is sufficient stock at hand including promotional items, brochures holders, stationery, and replenish accordingly.
Ensure personal growth and enable effectiveness in performance of roles and responsibilities.Participate and support corporate responsibility initiatives for the achievement of business strategy.Seek opportunities to improve business processes, models and systems though agile thinking.Minimum Experience Level3-5 years customer facing experience, preferable Retail branch experience