Customer Insights Consultant

SUMMARY:
Assist Customer Insight manager in applying the client service vision for Investor Service SA & ROA

POSITION INFO:

Level of Work*

1 - Front Line Service and Administration

Job purpose description*           

• Assist Customer Insight manager in applying the client service vision for Investor Service SA & ROA into delivering exceptional customer experience
• Post settlement query resolution being the main focus & includes settlement cash and custody account query types
• Effectively manage all client queries within specified timelines.
• Provide consistent quality and complete responses to client
• Drive automation to eliminate queries & provide possible solutions for service, system and process improvement within Investor Services
• Understand the risks associated with dealing with customers, customer queries and the dissemination of confidential information - retain a high level of integrity and ethical standards
• Support SA Hub clients with query resolution beyond South Africa

Job criticality       Not Rated

Key Responsibilities

Output group 1*             

Client Centricity

Outputs and measures*              

•             Efficient and effective service by ensuring that all queries are completed timely

•             Provide reporting to clients at agreed intervals according to the clients SLA

•             Be an internal or external point of contact for all client service related matters

•             Actively work to eliminate client complaints

Output group 2*              Product Knowledge

Outputs and measures *             

•             Gain a solid understanding of the product range offered by Investor Services and be able to respond to all client related queries

Output group 3*             

Consistent quality delivery

Outputs and measures *             

•             Deliver consistently as promised to clients

•             Adhere to the banks procedures and policies whilst ensuring ongoing service excellence

•             All correspondence to be handled efficiently and professionally

Output group 4 Proactive actions

Outputs and measures

•             Proactively engage with the business with regards to client queries and providing the appropriate solution, projects from time to time

•             Proactively interact with customers

•             Establish a strong internal network with key stakeholders in the bank is critical

•             Assist in building and leveraging close relationships with clients for the purpose of building credibility, generating income and creating positive sentiment for investor services

•             Contribute to driving the customer satisfaction rating up

Output group 5 Financial

Outputs and measures 

•             Ensure costs are kept to a minimum

•             Ensure where appropriate that billing processes are in place and adhered to

•             Zero tolerance with regard to write-off''s and losses caused directly due to the actions of customer insights team

Requirements

Qualifications

Minimum qualification 1*             NQF5 National Certificate

Minimum qualification 2               Legal or compliance training experience would be an advantage

Minimum qualification 3               Click here to enter text.

Preferred qualification 1                B Com degree (3 or 4 years) would be an advantage

Preferred qualification 2   &nbs

NB! This job is now closed. You can apply for other jobs by uploading your CV.