Key Performance Areas
To acquire and educate for sales and service. drive digital migration, ensure activation and cross complementary products
Customer
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Takes accountability in customer engagement to identify customer’s needs.
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Use the systems to establish the authenticity of the customer and avoid dealing with and compromising information to unauthorized persons.
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Performs the regulatory checks for the customer, FICA, POPI and NCR
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Aid customers in account servicing and account origination.
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Handles client serving like issuing of card, answering to client queries
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Referring matters outside the operational mandate to the team leader
People
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Adheres to principles of teamwork
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Allows to be led by the senior
Finance
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Ensure that revenue is generated by meeting the agreed sales target
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Retain customers by providing client service and resolving complaints and queries timeously
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Prevent account closures and operational losses by following laid down procedures on compliance
Process, Risk, Regulatory & Compliance
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Comply with FAIS guidelines (Honesty and Integrity)
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Operates within the code of conduct
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Adhere to Treat Customer fairly, FICA, POPI and NCR guidelines
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Refers any matters outside the laid down scoring to the team leader
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Operate within the stipulated Levels and Limits
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Collate information regarding systems, clients and process to aid an improvement of the overall client experience
Responsibilities
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Leads identified converted into successful sales.
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Ensure activities support cost containment and reduction.
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Educate customers on correct digital channels to maximize channel optimisation.
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Connect with our customers by living up to our brand promise of “HIGH FIVE” at all times. Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
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Make sure ACTIVATION is PRIORITY on onboarding
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Always conduct themselves in an ethical manner.
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Adhere to the TCF (Treating Customer fairly) principles in all that you do.
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Optimize every customer interaction to migrate cash transactions and/or convert customer to digital channels and self-service channels.
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Resolve all customer queries efficiently, and within agreed timelines.
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Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
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Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
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Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
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Demonstrates behaviour in support of the organizational values.
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Takes accountability for own performance, personal and career development.
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Maintain an ability to adapt to ever changing business and customer needs.
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Contribute to the overall effectiveness and success of the team.
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Improve knowledge and competencies by completing role specific training.
Key performance measure
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Service compliments and complaints
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Adhere to Compliance requirements
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Operational losses and attrition
Qualifications
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Minimum Qualification: NQF 4 Qualification
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Preferred Qualification: Relevant NQF 5 qualification as prescribed by the Financial Services Board
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Regulatory Exam qualification
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An appropriate recognised business Diploma or Higher Certificate at NQF level 6
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Microsoft office Computer Literate
Experience
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Experience: 1-2 years related experience
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FAIS – Yes
The successful applicant must:
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Leadership competencies - Manager of Self
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Meeting customers’ needs: I make every effort to understand and fulfil the needs of my internal and external customers. The relationships I establish help customers to feel valued and appreciated and reflect good business practices.
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Handling upset customers: I handle upset customers by hearing them out, empathizing, apologizing, and taking personal responsibility for resolving their problems/issues
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Accepting development opportunities: I accept responsibility for my own development so that I can reach my full potential; and I jointly determine appropriate developmental activities with my manager; OR
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Inspiring others to develop I instil in others a curiosity for new knowledge, experiences, and challenges, and help team members to create development opportunities for the achievement of their full potential
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Anticipating changes: I anticipate changes in work tasks, situations, and the environment, and actively use new situations as opportunities to achieve results
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Considering impact: When attempting to improve my work outputs, I consider the people and systems that will be impacted by my actions
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Working interdependently: My best results are achieved when working with or through my team and, where applicable, several diverse teams across the Net1
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Valuing teams: I value the talents of others, demonstrate commitment to my team, share important or relevant information, and contribute to the achievement of our goals
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Having the confidence to achieve ambitious goals: I strive for the achievement of ambitious goals, as an individual and within teams. I ensure that my actions and decisions demonstrate a commercial mindset.
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Celebrating success: I celebrate success but guard against complacency, do not undermine or discredit others, or become arrogant.
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Building relationships: I actively build trusting and productive relationships with people at work, regardless of their cultural backgrounds, backgrounds, or viewpoints.
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Being true to myself: I always do what I say I will do, even when I am under pressure.
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Demonstrating integrity: I work in an open, transparent and respectful way and I uphold the rights and feelings of all those I work with, especially our customers.
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Understanding regulatory requirements: I demonstrate a full knowledge and understanding of all regulatory rules and principles relevant to my role. I adhere to both the letter and the spirit of applicable regulatory rules and principles. I comply with internal policies and procedures and escalate or whistle-blow potential risks and concerns when I identify them.
