Job Description

PurposeTo educate clients on the convenience, security and functionality of digital and self-service solutions; processing cash transactions and cash fulfillment (i.e.balancing and replenishment) and performing first line device maintenance in order to meet business goals and exceed the client expectations.Job ResponsibilitiesClient Engagement:Address any concerns relating to the queue flow or digital devices.Assist client to download online applications and resolve any log in issues.Assist the client to buy value-added services (e.g. pre-paid data and airtime) online or through a self-service device.Assist the client to obtain statements, cards and other relevant documentation from self-service zones.Build and maintain client relationships by keeping clients informed of progress or action taken regarding their applications, queries and requests.Discover client's service and digital needs through connecting, understanding and delivering financial solutions with care.Educate clients and potential clients on how to subscribe and service their account.Educate clients on self-service, digital functionality and features.Facilitate a conversation with the client to assist them to complete their service needs online.Identify quality sales leads and enable cross-selling (without advising) through client engagement, fulfilling, making suggestions, referring to the relevant department for action and by capturing it on the client management system.Meet, greet, establish and clarify client needs and verify documentation and direct clients.Nurture strong, long-standing client relationships.Own the client request end to end and route for alternative intervention if not equipped to service the client.Provide knowledgeable client service that fosters mutual trust and confidence