Client Service Priority Consultant

FirstRand Bank Limited; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Benefits offered by this job

Networking opportunities

Challenging work opportunities to inov

Innovation

Job summary

FirstRand Bank Limited in South Africa seeks a Client Service Priority Consultant to deliver expedited service to priority clients across multiple channels. You will prioritise inquiries, resolve issues swiftly, and coordinate with product specialists and relationship managers to ensure seamless client experiences.

The role focuses on strengthening long-term priority relationships, driving loyalty, monitoring SLAs, and identifying opportunities to cross-sell or upsell based on client needs and

Qualifications

• Bachelor of Commerce in Business Administration or equivalent
• Strong client servicing and relationship management skills
• Experience in prioritising inquiries and resolving issues quickly

Responsibilities

• Serve as the primary contact for Priority Clients, delivering personalised and expedited service across multiple channels.
• Prioritise incoming inquiries and requests from Priority Clients, ensuring swift resolution.
• Anticipate client needs and proactively address potential issues or concerns.
• Identify opportunities to cross-sell or upsell based on client needs.
• Liaise with internal stakeholders to expedite solutions and ensure seamless client experiences.
• Monitor SLAs and performance metrics to ensure timely responses and service quality.

Skills

Client service

Relationship management

Communication

Cross-selling

Issue resolution

Education

Bachelor of Commerce in Business Administration

Job description

Dear Future Client Service Priority Consultant, RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact. United by our proud heritage and strong ethics. Innovative ideas, it’s the magic of our people and culture that sets us apart. Now, is the time to imagine your next move with South Africa’s number one employer in Financial Services for 2025, where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.

This role entails providing dedicated, expedited services to priority clients, ensuring their needs are met promptly and effectively. Operating across various client communication channels and prioritise queries, resolve issues and coordinate with internal teams to provide exceptional client experiences. Maintain and strengthening long-term priority relationships and promote loyalty to the organisation.

Are You Someone Who Can:

• Service and the primary point of contact for Priority Clients, delivering personalised and expedited service through various client communication channels.
• Prioritise incoming inquires and requests from Priority Clients, ensuring swift resolution and timely responses.
• Anticipate client needs and proactively address potential issues or concerns.
• Proactively identify opportunities to cross-sell or upsell based on client needs and preferences.
• Liaise with internal stakeholders, including product specialists and relationship managers to expedite solutions and ensure seamless client experiences.
• Advocate for Priority Clients within the organisation, escalating issues and advocating for solutions that align with client expectations and company policies.
• Monitor SLAs and performance metrics to track response times and service quality, identifying opportunities for improvement.
• Conduct regular check-ins with Priority Clients to gather feedback, address concerns and identify opportunities to enhance the client experience.
• Collaborate with cross-functional teams to streamline processes, eliminate bottlenecks, and optimise efficiency in serving priority clients.
• Stay informed about industry trends, market developments to anticipate client needs and recommend relevant solutions.
• Handle escalations from other client service representatives, providing guidance and support to ensure timely resolution and client satisfaction.
• Document client interactions, inquiries, and resolutions accurately in the relevant system, maintaining comprehensive records for future reference and analysis.
• Participate in training and development programmes to enhance product knowledge, communication skills and service delivery capabilities.

You Will Be An Ideal Candidate If You have:

• a Bachelor of Commerce in Business Administration
• 4 to 5 years' experience in Client Services Support and Delivery

You Will Have Access To:

• Opportunities to network and collaborate
• Challenging Work Opportunities to innovate

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services. The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group’s track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.

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