Digital Banking Consultant E

1 week ago


Durban, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- There is no about us detail available.**purpose**:

- To provide customers using the FNB digital channels with service and support as and when required with the expected turnaround times and to ensure customers utilize the channels to the benefit of the bank and the customer**experience and qualifications**:

- Minimum qualification : Business Degree or at least a Business Diploma
- Experience : 2 years’ experience in a general banking environment
- Knowledge Required : Knowledge of the digital baking produxtsproducts**additional requirements**:
**responsibilities**:

- Implements cost control measures and deliberate cost saving initiatives
- Deliver exceptional customer service experience in line with the bank’s customer service strategy
- Digital Migration - To grow their portfolio in terms of customer base and transaction volumes
- To grow the VSI (Utilization)
- To present digital solutions internally and externally at all levels
- Analyse and interpret client usage information and in order to aid in client portfolio management
- The ability to understand and answer technical solution questions along with basic technology questions to use with our solutions
- Ability to understand client operational needs and plug in our solution layers to meet these needs
- Constant feedback to the customer on progress.
- Make courtesy visits to customers to understand the customers business and to provide guidance to the customer on our Channels
- Provide end to end simple and complex query resolution to customers as part of the service process/ take full end to end accountability of all client complaints
- To plan initiatives with segments (Relationship Managers) to grow customers base and increase utilisation
- Own the customers with the RM and advise RM from a digital Banking perspective on the right solutions to service customers
- Meet regularly with supervisor and update them
- To support the branches through training and through presentations for them to sell the digital channels to their customers
- To ensure that targets set for the division are met
- Ensures correct adherence to KYC compliance standards in all customer Files
- Ensure that all customer documentation is filed properly and on time
- To provide weekly and monthly reports portfolio performance
- Create detailed call reports for stakeholders (RM) to deal actions and understanding of client operations
- Ensures compliance with all statutory, legal, regulatory, policy and risk frameworks of the bank
- Manages own Personal Development Plans (PDP)



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