Client Service Representative D
FirstRand - Johannesburg, Gauteng
About us, purpose, experience and qualifications
Helpful Effective Ethical Innovative Accountable and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team. All appointments will be made in line with the Bank’s Employment Equity plan The Bank actively supports the recruitment and advancement of individuals with disabilities. We recommend that candidates be encouraged to declare their disability and consult the Bank should they require reasonable accommodation.
To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests. Deliver individual results through personal effort & skill. Build and maintain strong relationships with our internal and external stakeholders
experience and qualifications
Grade 12 or relevant tertiary qualification.
2 year Customer Care/ Call Centre environment experience
Experience of dealing with high level customer queries in a Customer Care environment.
Increase new business production and ensure service excellence to customers and motor dealerships
Demonstrates knowledge of SPIF & CORE
Ensure speedy and accurate validation of income and the conversion of approved applications
The incumbent is responsible for offering service excellence to the independent F& Is and guiding them on the latest electronic offerings, compliance and governance
Collates and checks the required documentation for dealer pay-out. Ensures that documentation being submitted complies with relevant legislative requirements and with organizational governance processes
Validates customer information on the system to ensure quality
Identifies NATIS and dealer documentation
Identifies and escalates potential risks that may lead to increased costs
Demonstrates cost consciousness and awareness of personal contribution to costs
Demonstrates knowledge and understanding of financial processes and adheres to required operating standards
Takes ownership and resolves Customer and Dealer complaints timeously It is inherent to the role that the incumbent is honest in dealing with cash and financial transactions. As such, it is a pre-requisite for candidates to undergo consumer credit record checks to enable the Employer to ascertain whether the candidate’s credit record is acceptable .
Achieve net profit growth for business
Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
Manage existing clients and grow portfolio through making contact and generating leads
Manage the growth of active customer Account Base to increase client base
Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets.
Maximise Business Portfolio cross sell opportunities and strengthen client relationships
Contact prospective clients and sell appropriate banking products in order to achieve sales targets.
Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
Comply with governance in terms of legislative and audit requirements
Enter all Qualified leads into the sales pipeline and maintain on a daily basis
Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies
Provide accurate and reliable sales and service statistics.
Manage own development to increase own competencies