Job Description

• To provide excellent service by processing client transactions in a quick correct and efficient manner according to specified procedures
• Achievenet profit growth for business
• Manage average Rand value of differences to minimise losses to the business
• Manage the Service Quality of the Branch through the Branch’s Service Quality Balanced Scorecard
• Manage the migration of accounts from transactional to Self Service
• Compliance with procedures and processes contained in the Golden Rules.
• Manage the efficiencies for tellers through Number of differences, average number of transactions
• Manage own development to increase own competencies
• Connect with our customers by living up to our brand promise of how can we help you?, at all times. Treat customers as you would want to be treated
• Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs
• Conduct myself in an ethical manner at all times
• Take ownership of solving our customers problems or queries as efficiently and quickly as possible
• Adhere to the TCF (Treating Customers fairly) principles in all that you do
• Manage the growth of active customer Account Base to increase client base through leadsÂ
• Contribute to the increase of the Customer Engagement Score of Branch
• Use opportunities identified to increase market share
• Ensure activities support cost containment and reduction
• Manage actual Rand value of shortages to minimise losses to the business Volume and Value
• Cash Migration measure the total in branch migratable cash transactions
• Optimize every customer interaction to migrate or convert customer to eChannel’s and or encourage use of digital and self-service channels
• Always comply with procedures and processes contained in the relevant business guidelines
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience
• Improve Identification process and procedures within area of responsibility
• Improve compliance to process and procedures within area of responsibility
• Demonstrates behaviour in support of the organizational values
• Takes accountability for own performance, personal and career development
• Contribute to the overall effectiveness and success of the team
• Maintain an ability to adapt to ever changing business and customer needsÂ
• Achievement of an acceptable tracked efficiency as measured by the teams eRatio
• Improve knowledge and competencies by completing role specific training