Customer Experience Advocate - Digital Banking & Cross-Sell

FirstRand Bank Limited; Phoenix; On-site; ZAR 180,000 - 260,000; Full time

Job summary

FirstRand Bank Limited is seeking a customer-focused team member to deliver a positive experience by assisting transactional needs and guiding customers to the most suitable channels, including eChannels and Self Service.

In the Bank's Points of Presence, you will represent the brand, uphold ethical standards, and identify cross-sell opportunities while ensuring adherence to Treating Customers Fairly principles and bank policies.

Qualifications

• Minimum qualification: National Senior Certificate (Matric) NQF 5 in Banking / NQF6 or related fields.

Responsibilities

• Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations.
• Educate customers on the correct channel (eChannels and Self Service) while adhering to policy and process.
• Connect with customers by living up to the brand promise and offering helpful solutions.
• Converse with customers in an understandable way and provide solutions based on their needs.
• Adhere to ethical standards and Treating Customers Fairly (TCF) principles.
• Identify and sell/cross-sell products aligned to customer needs.
• Maximise channel optimisation opportunities identified aligned to customer needs.
• Ensure activities support cost containment and reduction and migrate customers to digital channels.
• Comply with procedures and processes in business guidelines and understand risk.
• Fulfil transactions and contribute to exceptional customer experience.
• Demonstrate behaviours aligned with the organisation's values and take accountability for own performance.
• Improve knowledge by completing role-specific training and contribute to the team's success.
• Adapt to changing business and customer needs.

Education

National Senior Certificate (Matric) NQF 5 in Banking / NQF6 / Related fields

Job description

FirstRand Bank Limited is seeking a customer-focused team member to deliver a positive experience by assisting transactional needs and guiding customers to the most suitable channels, including eChannels and Self Service.

In the Bank's Points of Presence, you will represent the brand, uphold ethical standards, and identify cross-sell opportunities while ensuring adherence to Treating Customers Fairly principles and bank policies.