Ras Client Service Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa FirstRand Full time
Job Description

To provide high quality service to clients to retain and enhance the client experience, responding to queries sent via the relevant communications / messaging channels

  • Provide customers with relevant information to keep them informed of products and service options
  • Attend to client requests, incidents, and queries, acting speedily to reach resolution within the stipulated SLA, and capturing query details accurately for future reference
  • Remain cognisant of other relevant benchmarking metrics to meet or exceed client expectations through service delivery
  • Collate and produce relevant information in a timely manner for review
  • Analyse dashboards/Management Information to identify trends within clients, and to inform possible improvements
  • Provide required reporting to clients on a regular basis and on ad hoc occasions
  • Implement findings from client satisfaction surveys to better manage client needs
  • Adhere to and assist with the development of client retention policies.
  • Participate in a service culture, building rewarding relationships, proposing innovations, and allowing others to provide exceptional client service
  • Maintain static data for existing accounts
  • Open, modify and close clients' Rand Accounts as required
  • Engage in the maintenance of current client accounts and prepare for the onboarding of new clients
  • Clear the NPS suspense account daily
  • Provide clients with ad hoc daily cash prediction reports as required, and assist clients with ad hoc audit confirmations
  • Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence, and negotiate to achieve winwin outcomes.
  • Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders' requirements are delivered.
  • Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
  • Anticipates consequences and adapts problem solving based on continual feedback.
  • Implement, monitor, and control business processes according to quality standards, policy, and compliance and governance requirements in area of accountability
  • Ensure the development, alignment, mapping, and implementation of endtoend processes aligned to the customer journey map
  • Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
Job Details

Application Closing Date

18/06/24

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