Job Description:
Objective:
FNB deliver exceptional customer service and drive business growth by effectively managing customer interactions, promoting self-service adoption, maximizing sales opportunities, and ensuring operational efficiency while adhering to all governance and compliance standards.
Louis Trichardt FNB job posting.
It’s a FNB part-time position.
Posted: Yesterday.
Apply by: April 15, 2025. Only 5 days to apply.
Job ID: R32172.
Key Responsibilities:
- FNB Customer Service Excellence:
- Provide prompt, courteous, and efficient service to all customers, ensuring a positive and memorable experience.
- Actively listen to and understand customer needs, proactively identifying solutions and addressing concerns.
- Process customer requests accurately and efficiently, adhering to established procedures and service level agreements (SLAs).
- Resolve customer issues effectively and escalate complex problems to appropriate channels, following through to ensure resolution.
- Maintain a thorough knowledge of products, services, and company policies to provide informed assistance to customers.
- FNB Business Growth & Profitability:
- Contribute to the achievement of net profit growth targets by maximizing sales and service opportunities.
- Identify and pursue cross-selling and upselling opportunities to enhance customer relationships and increase revenue.
- Actively participate in sales campaigns and initiatives to drive business development.
- Track and analyze sales performance, identifying areas for improvement and implementing strategies to enhance results.
- Cultivate strong relationships with clients to foster loyalty and increase customer retention.
- FNB Customer Experience Management:
- Contribute to the delivery of an exceptional customer experience that consistently meets or exceeds Balanced Scorecard standards.
- Actively seek customer feedback and use it to identify opportunities for improvement in service delivery.
- Champion a customer-centric approach in all interactions and activities.
- FNB Self-Service Adoption:
- Manage the migration of customer accounts from transactional service channels to self-service platforms.
- Educate customers on the benefits and functionality of self-service options.
- Provide ongoing support and guidance to customers using self-service tools.
- Monitor self-service adoption rates and identify strategies to increase utilization.
- FNB Account Base Growth:
- Manage the growth of the active customer account base to expand the client base and increase market share.
- Implement strategies to attract new customers and onboard them effectively.
- Nurture relationships with existing customers to prevent attrition and encourage referrals.
- Sales and Service Performance:
- Track, control, and influence sales and service activities to achieve predetermined sales targets and service efficiency goals.
- Monitor key performance indicators (KPIs) related to sales, service, and customer satisfaction.
- Develop and implement action plans to address performance gaps and maximize results.
- Use data analytics to identify trends, opportunities, and areas for improvement in sales and service processes.
- Administrative Efficiency & Reporting:
- Provide efficient administrative support by planning and executing tasks in a timely and organized manner.
- Maintain accurate records of customer interactions, transactions, and sales activities.
- Generate regular reports on sales performance, customer service metrics, and other relevant data.
- Ensure all information is updated promptly and accurately in relevant systems.
- Governance and Compliance:
- Comply with all relevant governance policies, legislative requirements, and audit standards.
- Adhere to all company policies and procedures, including those related to data security and privacy.
- Participate in training programs to stay updated on compliance requirements.
- Identify and report any potential compliance risks or violations.
- Transaction Management:
- Review and verify all transactions on a daily basis to ensure accuracy and completeness.
- Expedite the closure of new business applications within established timelines.
- Resolve any discrepancies or issues related to transactions in a timely and efficient manner.
- Process Adherence:
- Strictly adhere to all procedures and processes outlined in the company’s “Golden Rules” and other relevant guidelines.
- Contribute to the ongoing improvement of processes and procedures.
- Data & Reporting:
- Provide accurate and reliable sales and service statistics to management.
- Contribute to the development of reports and dashboards that track key performance indicators.
- Personal Development:
- Manage own professional development to enhance competencies and improve performance.
- Actively seek opportunities for learning and growth, including training programs, workshops, and mentoring.
- Stay current on industry trends and best practices.
- Implement learnings to improve individual and team performance.
Key Skills & Competencies:
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict resolution skills
- Ability to work independently and as part of a team
- Proficiency in relevant computer applications and software
- Strong organizational and time management skills
- Customer-centric mindset
- Sales and negotiation skills
- Knowledge of relevant industry regulations and compliance requirements
- Analytical skills
- Ability to work under pressure and meet deadlines
How To Apply:
Note: This is a sample elaboration and can be further tailored to fit specific organizational needs, industry requirements, and the level of the position within the organization.
