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Credit Card Sales

2 weeks ago

Pretoria, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:
This role is within RBB: Everyday Banking in Sales and Service Enablement, Inbound Card Sales.

BRIEF OVERVIEW OF THE ROLE:
To provide callers with a first time resolution to queries in order to provide quality service within the required SLA framework, business rules and regulatory requirements through the execution of predefined objectives

**Job Description**:
KEY RESPONSIBILITIES:
The high level duties of the role:

- Fulfil Customer Requests: Ensure that incoming calls are answered within the set timeframes and that all identified First Call Requests are adhered to.
- First Call Resolution: Resolve incoming client or branch queries. Ensure that each call has been logged on ODP and a reference number provided to the customer. Adhere to prescribed turnaround times and report any outstanding items to respective Team Leader.
- Adherence & Quality: Comply with Client Care set standards for example: House Rules, availability and behavior.
- Compliance: Identify and verify each client before auctioning any requests. Ensure that security questions are asked, to ensure that the person on the other side of the telephone line is the client in question.
- Providing customer service and support: Answer inbound calls and respond to written queries timeously. Managing all queries through to resolution ensuring that first call resolution is adhered to at all times. Resolve all complaints within agreed service level timeframes
- Strict adherence to risk and compliance: Authenticate existing and third party customers and meet security measures, also in accordance to the National Credit Act. Strictly adhere to all risk and governance policies and procedures
- Self-development: Owning and being proactive about own training and development

EDUCATION AND MINIMUM REQUIREMENTS:

- Matric or equivalent NQF level 4 qualification
- National Diploma/Higher Certificate or equivalent NQF level 5 qualification or higher preferred
- Certificate in Call Centre will be an advantage
- At least 2-3 years banking ⁄ technology/ financial services environment experience.
- At least 6-12 months experience in customer service.
- Previous Call Centre/Contact Centre experience in resolving customer queries will be preferred

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (required)
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_