Inbound Agent : Customer Contact Centre

The successful incumbent will be responsible for handling and building strong relationships with the Bank customers through inbound telephonic, online, and email communication with Bidvest Bank Clients. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with the client base. Utilizes IT systems accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to resolve the query. Provides accurate product information to clients in line with Bidvest Bank's processes, standards, and protocols.

Required Minimum Education and Training

• Matric
• RE 5
• FAIS recognized qualification or equivalent is preferred

Required Minimum Work Experience

• 1 - 2 years relevant experience in a Customer Contact Centre environment
• Proficient in relevant computer applications (MS Office)
• Knowledge of customer service practices and principles

Technical Competency Requirements

• Knowledge of regulations and compliance related to FAIS and FICA Acts
• Ability to provide customers with service, support, and improvement opportunities to increase product or service consumption, maximize retention, cross-sell, and upsell within the customer base
• Excellent communication skills, able to follow scripts and calm irate customers
• Service excellence in handling potentially complex financial or emotional situations, ensuring effective resolution without escalation
• Ability to connect with customers, understand their needs, and design solutions integrating various services
• Effective communication tailored to stakeholder groups based on their organizational level
• Ability to handle queries effectively and formulate appropriate responses
• Understanding of the Bank's products to communicate features, benefits, and support needs effectively, enabling cross-selling and responding to customer queries

This position is advertised in line with our commitment to Employment Equity.