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Frontline Service Representative

1 week ago

Port Elizabeth, Eastern Cape, South Africa FNB South Africa Full time
Job Description

The Universal Advisor plays a critical role in delivering exceptional customer experiences by providing helpful and empathetic support. Key responsibilities include:

Key Responsibilities
  • Deliver Customer-Centric Solutions
    • Direct customers to the correct channels (eChannels and Self Service) while adhering to policy and process.
    • Connect with customers by living up to our brand promise of how we can help you at all times.
  • Converse Effectively
    • Communicate with customers in a way they fully understand and provide helpful solutions and products based on their needs.
  • Behave Ethically
    • Always conduct yourself in an ethical manner.
  • Adhere to TCF Principles
    • Treating Customers Fairly is essential in all interactions.
  • Sell/Cross-Sell Products
    • Identify and sell or cross-sell products aligned to customer needs.
  • Optimise Channel Usage
    • Maximise channel optimisation opportunities identified aligned to customer needs.
  • Cost Containment
    • Ensure activities support cost containment and reduction.
  • Exceptional Customer Experience
    • Optimise every customer interaction to migrate or convert customers to eChannels and/or encourage use of digital and self-service channels.
  • Compliance and Accountability
    • Always comply with procedures and processes contained in relevant business guidelines and understand the risks associated with decisions.
    • Fulfill transactions above benchmark set and provide an exceptional customer experience.
  • Professional Development
    • Demonstrate behaviour in support of organisational values.
    • Take accountability for own performance, personal and career development.
    • Improve knowledge and competencies by completing training specific for the role as per eCareers.
  • Team Collaboration
    • Contribute to the overall effectiveness and success of the team.
    • Maintain an ability to adapt to ever-changing business and customer needs.