Essential Functions

• Execute on defined tasks and key performance measures assigned per campaign for Personal Banking in line with guidelines, success measures and framework provided to ensure effective execution of entrenchment, retention, onboarding, and engagement capabilities.
• Implement and engage clients for campaigns to increase entrenchment, drive cross-sell, improve transactional turnover, minimize client disengagement through retention, and improve conversion of NTB sales to active clients.
• Conducts calls which result in uplift in transactional activity, cross-sell, and improved retention.
• Ensure activities for the day are reported and closed off on the necessary tools/templates which can inform weekly/monthly/quarterly reporting.
• Collate information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information.
• Educate clients on all relevant procedures, system functionalities (e.g. self-service and IVR) and general information, this includes informing clients of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Understand the risks associated with the client demand and adhere to all risk and compliance requirements.

Work Experience

3-4 years’ Experience in branch banking or contact center environment with good understanding of bank processes, policies and products.

Behavioral competencies

• Applies practical skills when investigating issues; prefers to learn by doing; is practically minded and applies common sense.
• Is open to taking up learning opportunities; is quick in acquiring knowledge and skills; develops expertise by updating specialist knowledge.
• Copes with change and variety; tolerates uncertainty and ambiguity; adapts to new challenges
• Builds rapport and puts people at ease; is engaging and welcomes people; finds it easy to make friends
• Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output
• Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information
• Strives to achieve outstanding results; is ambitious and acts with determination; persists through difficulties to achieve results
• Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgements