Client Service Coordinator (RB3-RB5) - Luderitz Branch

Bank Windhoek

Industry: Banking

About the role

**Introduction** The role's primary purpose is to welcome customers and coordinate the branch flow through efficient queue management and excellent client service by providing educative assistance to customers to complete transactions on various remote and self-service channels. The incumbent will additionally be responsible for enquiries functions, and ensuring all emails are accurately responded to within the agreed Service Level Agreement (SLA). **Job description** KPA (KEY PERFORMANCE AREASKEY RESPONSIBILITIES A) General Customer Demands -Add Section B from USC KPA· Welcomes customers to the branch in a timely and professional manner.· Proactively identify customers in the teller queue who need to make cash deposits. · Provides professional assistance by explaining to customers how to complete a deposit transaction at the cash deposit ATM.· Educates and informs customers about various self-service and remote facilities and benefits.· Assists customers with all electronic channels service requests.· Co-ordinate the flow of the branch by assisting customers at the Queue Management System (QMS) and where relevant channel customers to the correct self-service devices.· Responsible for ensuring that enquiries and complaints are dealt with professionally and correctly referred where necessary.· Refer new business opportunities and leads to the sales consultant or relevant teams.· Identify demand generation opportunities such as Easy Wallet, Alert Me notifications, Mobile App, etc. and refer to relevant team members for further processing. · Remain abreast with the Bank’s products and services.· Execute relevant ATM custodian duties and tasks.· Execute ad hoc duties as required by business and directed by line manager.B) Account Opening · According to laid-down procedure disclose to customers that he/she is acting under supervision along with other relevant FAIS disclosures and ensuress business processes are followed to ensure the customer receives this in writing. Operate within the legal and compliance frameworks provided and explain such to customers.· Educates and assists customers to understand risk and compliance requirements and procedures associated with their account.· Ensures receipt of complete documents and application forms required for all new accounts.· Refer credit matters to the relevant credit official 1. Competency profile Competency Profile Essential Desirable Less Relevant N/A 1 Leading and Deciding Action 1.1 Deciding and Initiating Action X 1.2 Leading and Supervising X 2 Supporting and Co-operating 2.1 Working with People X 2.2 Adhering to Principles and Values X 3 Interacting and Presenting 3.1 Relating and Networking X 3.2 Persuading and Influencing X **Minimum requirements** 1. Qualifications CRITERIA DESCRIPTIONQualification· Minimum of grade 12 certificate or NQF4 level qualification· Tertiary education will be an advantageExperience· ideally previous experience within customer service will be an added advantage. Additional Information Same as UC· Psychometric assessment (must be on par or above the norm group for verbal assessment batteries)· Clear criminal and credit record· Must have access to transport(personal/public)· Flexible and mobile across regions

Requirements

• 1. Qualifications
• Minimum of grade 12 certificate or NQF4 level qualification
• Tertiary education will be an advantage
• ideally previous experience within customer service will be an added advantage.
• Same as UC
• Psychometric assessment (must be on par or above the norm group for verbal assessment batteries)
• Clear criminal and credit record
• Must have access to transport(personal/public)
• Flexible and mobile across regions

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