Job Description

To provide excellent customer service through multiple channels, for example face to face, telephonic, internal, external, by facilitating query resolution, processing customer request and managing customer's expectations

• Drive significant growth and profitability in the context of cost management and revenue recovering
• Improve costs / expenses within approved budget to achieve cost efficiencies
• Deliver exceptional service that exceeds customers and stakeholder expectations through proactive, innovative and appropriate solutions
• Adhere to SLAs with internal and external partners
• Engage with the customers in a professional way as specified in the service standards
• Ensure customers needs and expectations are understood
• Process the customer's request in an efficient and effective way
• Resolve all customer queries efficiently, and within agreed time lines
• Keeping abreast of the evolving banking environment in the Mortgage Lending space
• Cultivate, build and maintain relationships with internal and external parties to support the business strategy
• Drive significant growth and profitability in the context of cost management and revenue recovering
• Improve costs / expenses within approved budget to achieve cost efficiencies
• Maintenance of expert knowledge on product including pricing, application procedure, processing and time lines in order to drive and achieve relevant product and service targets
• Attend to queries of internal and external clients
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request
• Process incoming requests in a timely manner, prioritizing requests to ensure that client expectations are met
• Work on requests with a sense of urgency and purpose while maintaining quality customer service and expectations
• Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
• Comply with governance in terms of legislative and audit requirements
• Responsible for verifying and ensuring that all operational tasks are fulfilled in alignment with SLA's and documented processes

**Job Details

Application Closing Date

05/07/24

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.