eBanker

Duties

• To migrate external, mostly juristic, Consumer/Business customers to digital banking channels by offering value adding FNB solutions within a dynamic branch environment. To provide a positive customer experience by being helpful and sensitive to customer needs and aspirations
• Responsibilities:
• Measured using the total number of monthly core accounts opened Vs. monthly total number of transacting customers
• Manage own costs and expenses associated with role to enhance cost effectiveness
• Migrate clients onto electronic platforms to optimize revenue
• Resolve customer dissatisfaction/complaints by taking ownership of the problem
• Analyse customer feedback to help improve customer service
• Ensure that delivery is accurate, timeous and of an acceptable standard
• Ensure that product knowledge and advice is technically accurate
• Know and understand customer needs in order to deliver a quality service
• Engage with support units on e-solution product offerings to provide input and customer feedback to ensure such feedback is incorporated into further enhancements of the e-solution offering
• Undertake regular visitations to customers to ensure the FNB E-solution and offering continuously meet customer expectations and needs and to take corrective actions if need be
• Continuously strive to improve service delivery quality, productivity, turnaround time, availability, reliability and accuracy to avoid operational loss
• Resolve client queries in accordance with operational goals and standards, and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience
• Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability
• Comply with and adhere to identified governance and compliance
• Identify traditional branch banking services and activities undertaken by customers which could be done via electronic self service channels, i.e. ADT’s, Cellphone banking, FNB App, FNB Online Banking, Card payments (swiping), POS, FNB Business Online Banking, FNB Fleet Card Solution, etc.
• Migrate clients onto electronic platforms to optimize revenue
• Determine and understand reasons /factors for resistance to change/migrate to electronic self service channels by customers
• Influence and address the identified reasons/factors which causes resistance to change/migrate to electronic self service channels by customers
• Formulate, implement and execute an e-migration plan to migrate customers from traditional branch banking services and activities to electronic self service channels
• Have a target approach to identify existing as well as new business customers that can be migrated towards e-solutions and e-services
• Provide customers with appropriate self-service solutions to maximize sales through the identification of cross-sell opportunities
• Drive channel migration campaigns and competitions to increase channel uptake and usage
• Provide training, technical support and after sales service on an ongoing basis to business customers
• Educate clients on bank products and services in order to drive and achieve migration of clients to e-platforms as well as achievement of targets
• Ensure that pricing offered and charges are competitive and tailored towards customers specific business operations and volumes/values
• Improve competencies in the Personal Development Plan. Measure quarterly by achieving Development. Interventions agreed upon in support of the Business Objectives

Requisites

• Relevant banking degree or diploma (NQF 5)
• 3-4 years sales and service experience within a Banking environment

Notes

• Only shortlisted applicants will be contacted