Group Shared Services : driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.
To make high volume, low complexity first-call resolution calls to early arrears default customers. To act as an initial point of contact for default customers, assisting inbound and contacts (outbound) default customers.
To negotiate with and educate the customer to agree payments arrangements in order to minimise the forward roll of non-performing accounts.
To handle top service requests (high volumes, low complexity) accurately and within agreed service times
Key Responsibilities / Accountabilities
Provide excellent and consistent customer experience
Provide efficient and quality service to customers in line with the customer first methodology.
Listen to the customer and asks appropriate questions and makes an effort to understand customer needs / concerns / situation.
Maintain a conversational flow during calls.
Display appropriate levels of care, concern and empathy.
Correctly log service requests (queries and complaints) as either a first contact resolution or non-first contact resolution on the relevant system.
Accurately capture, update or amend customer information and history notes.
Meet effective and efficient operational requirements
Adhere to proper scheduling.
Achieve daily and weekly sales targets, by operating in an effective yet productive manner, through optimal usage of time.
Contact default customers to negotiate with / educate the customer to negotiate payments arrangements in order cure / rectify the account.
Receive payment commitment from customer.
Educate the customer on legal implications of default and refer customers for debt restructure where applicable.
Log sales calls on the relevant system accurately.
Record customer interaction by capturing self-generated and referred leads, queries, complaints and compliments etc. and contact details from the customer.
Educate the customer proactively about self-service options and appropriate self-service channels.
Adhere to required Risk and Compliance quality standards
Follow the relevant procedures, work instructions and business requirements.
Disclose all relevant compliance requirements to the customer.
Promote and reinforce the image, brand, services and products of Standard Bank at all times.
Own the call to provide a solution to the customer's needs and reduce unnecessary transfers / handoffs.
Value customers and ensure that on every interaction, prescribed call handling techniques are followed
and that the customer is left with a positive experience.
Demonstrate a professional, respectful and positive attitude towards the customer and colleagues by
using the appropriate language, tone and decibels.
Demonstrate knowledge of relevant products (i.e. Access Loans, Revolving Credit Plan etc.) and
systems knowledge (i.e. CACK, CDDS, NDS etc.).
Preferred Qualification and Experience
Diploma Consumer Services ( Advantage )
Personal and Business Banking
1-2 Years Experience in a Contact Centre environment
Legal - Litigation Services
3-4 Years Experience in Customer Credit / Collections
Knowledge / Technical Skills / Expertise
Loan assessment and approval
Contact Centre Customer Relationship Management
Business Administration Skills
Product Related Systems