Job PurposeTo provide delightful client centric experience through agile engagements and to migrate clients to a digital channel of choice.Job ResponsibilitiesManage 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
Matric / Grade 12 / National Senior Certificate
Inspect banking hall for OHASA compliance and report defects and suspicious behaviour.Ensure all staff adhere to the clean desk environment in the branch.Support and coach branch staff to improve their comfort level across all digital platforms.Monitor all Client Experience data for the branch to identify experience failures with a focus on RODI principles.
Managing customer expectationsAnswering customer questionsWorking with customers to solve customer problemsInteracting with diverse people