CLIENT SERVICES REPRESENTATIVES – First National Bank of Namibia (FNB)

To provide the customers with excellent service by ensuring that they are served promptly understanding their needs processing their requests.

Responsibilities:

• Achieve the delivery of exceptional customer experience against the Balanced Scorecard standards.
• Ensure customers’ needs and expectations are understood.
• Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer.
• Provide the customers with all information required to make an informed decision.
• Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer.
• Build and maintain enduring and rewarding relationships with customers.
• Follow-up with customer to provide an after sales service and determine level of satisfaction with product.
• Manage the migration of accounts from transactional to Self Service
• Open and close customers’ accounts as per customer requests.
• Manage the growth of active customer Account Base to increase client base.
• Maximise cross sell opportunities and strengthen client relationships.
• Promote and market FNB products and services to existing and potential customers in order to obtain growth in the market share and revenue.
• Track, control and influence sales activities with the specific aim to achieve previously determined sales targets.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Prepare weekly reports regarding progress towards or achievement of targets and data collected from various accounts opened.
• Compile a database of possible new leads, maintain and update leads database regularly
• Comply with governance in terms of legislative and audit requirements.
• Prepare customers agreements according to set procedures in order to protect the bank’s and customer interests.
• Compliance with procedures and processes contained in the Golden Rules.
• Check all transactions on a daily basis to ensure new business applications are closed within appropriate timelines.
• Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies.
• Investigate marketing opportunities to gain potential customers.
• Follow up on leads and provide feedback.
• Provide accurate and reliable sales and service statistics.

Experience and Qualifications:

• Grade 12 with a minimum of 25 points.
• 2-3 years related experience.