Migration Official (m/f)

Description

• Purpose: To provide customers with appropriate self-service banking solutions, service and support through effective sales and migration of clients to alternative channels

Duties

• Identify and escalate potential risks which may lead to increased costs
• Adhere to standards and procedures to reduce costs
• Identify process improvements to save costs
• Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work
• Actively drive sales across product and campaign initiatives
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
• Meet or exceed service delivery targets in support of operational objectives
• Ensure that service delivery is accurate, timeous and of a high standard
• Build professional long-term relationships with customers based on trust that builds the brand
• Offer appropriate solutions to meet customer needs
• Provide customers with relevant information to keep them informed of products and service options
• Achieve sales targets in line with performance scorecards and achieve an acceptable cost of sales ratio through pipeline managements and sales quality
• Identify opportunities to increase sales revenue and to grow the organizational client base while containing costs
• Assist with retaining or signing unbanked customer base with a view to improve and increasing profitability
• Maximize the sales by selling packaged financial solutions to clients
• Maintain specialized knowledge on all FirstRand approved products, application procedure, fulfilment processes and timelines to drive and achieve relevant sales targets
• Maximize cross-selling opportunities
• Drive adoption of digital and other self-service options across client base
• Determine and understand reasons or factors for resistance to migrate to electronic self-service channels by customers
• Influence and address the identified factors which causes resistance to migrate to electronic self-service channels by customers
• Deal with customer complaints and resolution to the satisfaction of the customer
• Engage with the customers in a professional way as specified in the service standards. Ensure customers' needs and expectations are understood
• Process the customers' requests in an efficient and caring way
• Execute the alternative channels migration plan to migrate customers from traditional branch banking services and activities to electronic self-service channels
• Identify existing as well as new consumer and business customers that can be migrated towards e-solutions and e-services
• Participate in channel migration campaigns and competitions in area of responsibility to increase channel uptake and usage
• Generate leads across channels to drive profitability
• 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
• Execute own work in accordance with the organizational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution
• Identify and escalate risk as normal part of work
• Provide timeous reports on operations, performance and audit findings
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability

Requisites

• Experience and qualifications
• Minimum qualification: Grade 12 with 28 points
• Experience: 1 – 3 years’ experience in a similar environment

Notes

• Only shortlisted applicants will be contacted