Job Description
JOB PURPOSE:
To respond to incoming client calls to address their queries and concerns, providing guidance regarding channels and inquiries on transactional services ensuring the prompt and accurate resolution of client issues and requirements resulting in client satisfaction.
ACCOUNTABILITIES:
Internal Collaboration:
- Co-ordination with all departments including Product, Channels, Operations, Client Services and Coverage partners to maximise service delivery
Technical Client Services:
- Respond to and resolve client queries professionally via emails and calls. Appropriately address inquiries ensuring client satisfaction while escalating complex issues to the Head of Channel Support
- Provide guidance to clients on issues pertaining to their transactional services
- Strive to handle and resolve client complaints regarding FAB services and identify priority situations that need to be escalated to the Head of Channel Support
- Create and update the database, recording call details, comments, inquiries, complaints, and actions taken for future reference
- Responsible for training and support of clients on electronic banking platform
- Use client feedback and reported issues to identify Channel proposition gaps and enhance overall client experience
Compliance:
- Adhere to SOPs and compliance procedures during all forms of client interaction to protect FAB’s interests
Continuous Improvement:
- Identify opportunities for continuous improvement of systems, processes, and practices while considering ‘international leading practice’, improvement of business processes, cost reduction, and productivity improvement
Policies, Systems, Processes, & Procedures:
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner
Management Information System Reports:
- Assist in the preparation of timely and accurate departmental statements and reports to meet FAB’s and sub-department requirements, policies, and standards.
Qualifications
Knowledge:
- Solid understanding of documentation interdependencies between account structures, payments, collection and electronic banking solutions
- Good knowledge of Microsoft applications
- Fair understanding of administrative functions
- Language proficient: fluent (business) English
Key Attributes:
- A self-starter, motivated, with aptitude and willingness to undertake self-learning
- Able to handle confidential information
- High standards on accuracy and completeness
- Tenacity and follow-through on agreed action items
- Taking initiative
- Must demonstrate a keen interest to learn the business and its processes, in order to best support management, the teams and clients
Experience:
- 3 years of experience in a Technical Client Services environment within the banking or financial sector.
Skills:
- Good communication skills
- Good organizational and planning skills
- High level of interpersonal skills
- Problem solving skills
- Team player
- Ability to manage high workload within a pressurized environment
- Strong work ethic – willingness to take a ‘hands on’ approach
Education:
Relevant Degree in business, finance, administrative, related field or equivalent.