Client Service Representative - First National Bank

purpose
To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests. Deliver individual results through personal effort and skill. Build and maintain strong relationships with our internal and external stakeholders.
responsibilities
Drive significant growth and profitability in the context of cost management
Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency.
Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
Build and maintain strategic relationships with internal and external parties to support the sales strategy.
Manage the growth of active customer Account Base to increase client base.
Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets.

Maximise Business Portfolio cross sell opportunities and strengthen client relationships.
Contact prospective clients and sell appropriate banking products in order to achieve sales targets.
Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress.
Monitor changes in legislation, regulations, initiatives and relevant industry practices.
Ensure drafting and implementation of appropriate interventions.
Ensure compliance with audit requirements.
Develop rigorous business cases to drive new, differentiated market growth strategies (e.g. new product and market development) as well as defensive strategies to maintain market share.
Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies.
Develop materials and documentation including minimum standards, templates, guidelines, FAQ's and processes

experience and qualifications
Relevant 3 year industry related degree or diploma
Minimum 4-5 year's Customer Care/ Call Centre environment experience
Experience of dealing with high level customer queries in a Customer Care environment.

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