Customer Service Agent

About the role

Job Mission/Objective: To deliver high-quality customer service through telephonic engagement, while providing efficient administrative support to Retail and Business Banking clients. The role focuses on enhancing the overall customer experience, ensuring accuracy and maintaining professional service standards. Customer service Manage and resolve customer complaints through telephonic engagement in a professional and customer-centric manner. Investigate and resolve customer queries, including troubleshooting technical issues, within defined Service Level Agreements (SLAs). Administer and respond to all Customer Service mailbox enquiries promptly, ensuring adherence to turnaround times and quality standards. Provide accurate and comprehensive information on the Bank's products, services, and digital banking platforms. Guide customers on the activation and effective use of banking services, including card activation via Internet Banking and mobile applications. Assist customers with secure processes such as PIN resets and card-related service requests in line with security and compliance requirements. Support urgent customer requests, including stop card processing, ensuring timely escalation and resolution where required. Investigate card-related errors and transaction issues, providing clear and timely feedback to customers. Log, track, and follow up on system-related issues (e.g., airtime and electricity purchases on digital channels) in collaboration with third-party service providers and internal IT teams. Ensure all customer interactions, complaints, and service requests are accurately recorded in the relevant systems in line with regulatory and audit requirements. Identify recurring issues and escalate system or process gaps to improve service delivery and customer experience. Maintain compliance with regulatory frameworks (e.g., FAIS, Treating Customers Fairly) and internal quality standards in all engagements. Internet Banking/Banking App: Provide comprehensive support to customers on Internet Banking and Mobile Banking applications, ensuring seamless user experience across digital channels. Manage and respond to all Internet Banking mailbox enquiries within agreed Service Level Agreements (SLAs), maintaining high standards of accuracy and professionalism. Assist customers with registration processes for Internet Banking and the Mobile Banking App, ensuring successful onboarding and activation. Guide customers on secure authentication processes, including password resets, PIN changes, and limit adjustments, in line with security and compliance requirements. Enable and support customers on the Mobile Banking App, ensuring correct setup and functionality of services. Troubleshoot and resolve digital banking issues promptly, escalating system related incidents to relevant IT or third-party teams where necessary. Provide proactive education to customers on the effective and secure use of digital banking platforms and self-service capabilities. Accurately log all customer interactions, service requests, and incidents in the relevant systems to ensure audit readiness and compliance. Identify recurring digital channel issues and escalate trends to improve system stability, customer experience, and service delivery. Operations: Process account holds in response to suspected fraudulent activities, ensuring adherence to internal controls, risk protocols, and regulatory requirements. Administer and respond to all SARS enquiries within agreed SLAs, ensuring compliance with regulatory and reporting requirements. Provide guidance and support to clients on digital onboarding processes, including account opening via the Mobile Banking App. Ensure all operational requests and activities are accurately captured, tracked, and updated in the relevant systems to maintain audit readiness. Liaise with internal stakeholders (e.g., Fraud, Compliance, IT, Operations) to resolve complex queries and operational incidents effectively. Identify operational inefficiencies or recurring issues and escalate for process improvement and enhanced service delivery. Call Centre Outbound: Conduct outbound calls to customers to assist with completing account applications on the digital App. Escalate validation failures to the Compliance team, ensure timely follow-ups, and provide feedback to customers on the outcome. Communication: Demonstrates strong verbal communication skills, presenting professionally and engaging effectively with customers and colleagues. Produces clear, concise, and well-structured written communication. Communicates in a confident, clear, and precise manner across all interactions. Proactively shares knowledge and experience to support team development. Fosters a collaborative team environment, promoting cooperation and team spirit. Academic Requirements: Matric Work Experience: Minimum 1 year of experience in customer service and customer experience Skills/Specialized Know How: Banking Systems Skills FICA knowledge

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