Retail & Business Banking
• To take demand (in branch or via Voice branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters.
• To drive customer service excellence in order to add value and contribute to the overall profitability of the branch.
• To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand
Responsibilities + Skills
Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels.Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch.
n conversing with customers, identify demand generation opportunities:Completes lead generation tracking forms as and when required (e.g., Wealth). Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities.Participates in specific campaigns and marketing activities as required.