Account Management Consultant
Stanbic IBTC Bank
Gauteng, South Africa
9d ago

Job Details

Group Shared Services : driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

Job Purpose

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

  • Matric
  • Diploma Consumer Services ( Advantage )
  • Personal and Business Banking
  • Customer Service
  • 1-2 Years Experience in a Contact Centre environment
  • Risk Management
  • Legal - Litigation Services
  • 3-4 Years Experience in Customer Credit / Collections
  • Knowledge / Technical Skills / Expertise

  • Telephone Sales
  • Loan assessment and approval
  • Verbal Communication
  • Contact Centre Customer Relationship Management
  • Business Administration Skills
  • Product Related Systems
  • Legal Collections
  • Legal Knowledge
  • Apply
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