Key Performance Areas To acquire and educate for sales and service. drive digital migration, ensure activation and cross complementary products Customer Takes accountability in customer engagement to identify customers needs. Use the systems to establish the authenticity of the customer and avoid dealing with and compromising information to unauthorized persons. Performs the regulatory checks for the customer, FICA, POPI and NCR Aid customers in account servicing and account origination. Handles client serving like issuing of card, answering to client queries Referring matters outside the operational mandate to the team leader People Adheres to principles of teamwork Allows to be led by the senior Finance Ensure that revenue is generated by meeting the agreed sales target Retain customers by providing client service and resolving complaints and queries timeously Prevent account closures and operational losses by following laid down procedures on compliance Process, Risk, Regulatory & Compliance Comply with FAIS guidelines (Honesty and Integrity) Operates within the code of conduct Adhere to Treat Customer fairly, FICA, POPI and NCR guidelines Refers any matters outside the laid down scoring to the team leader Operate within the stipulated Levels and Limits Collate information regarding systems, clients and process to aid an improvement of the overall client experience Responsibilities Leads identified converted into successful sales. Ensure activities support cost containment and reduction. Educate customers on correct digital channels to maximize channel optimisation. Connect with our customers by living up to our brand promise of HIGH FIVE at all times. Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs. Make sure ACTIVATION is PRIORITY on onboarding Always conduct themselves in an ethical manner. Adhere to the TCF (Treating Customer fairly) principles in all that you do. Optimize every customer interaction to migrate cash transactions and/or convert customer to digital channels and self-service channels. Resolve all customer queries efficiently, and within agreed timelines. Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements. Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions. Fulfilling transactions above the benchmark set and providing an exceptional customer experience. Demonstrates behaviour in support of the organizational values. Takes accountability for own performance, personal and career development. Maintain an ability to adapt to ever changing business and customer needs. Contribute to the overall effectiveness and success of the team. Improve knowledge and competencies by completing role specific training. Key performance measure Meet stipulated target Service compliments and complaints Adhere to Compliance requirements Operational losses and attrition Qualifications Minimum Qualification: NQF 4 Qualification Preferred Qualification: Relevant NQF 5 qualification as prescribed by the Financial Services Board Regulatory Exam qualification An appropriate recognised business Diploma or Higher Certificate at NQF level 6 Microsoft office Computer Literate Experience Experience: 1-2 years related experience FAIS Yes The successful applicant must: Leadership competencies – Manager of Self Meeting customers needs: I make every effort to understand and fulfil the needs of my internal and external customers. The relationships I establish help customers to feel valued and appreciated and reflect good business practices. Handling upset customers: I handle upset customers by hearing them out, empathizing, apologizing, and taking personal responsibility for resolving their problems/issues Accepting development opportunities: I accept responsibility for my own development so that I can reach my full potential; and I jointly determine appropriate developmental activities with my manager; OR Inspiring others to develop I instil in others a curiosity for new knowledge, experiences, and challenges, and help team members to create development opportunities for the achievement of their full potential Anticipating changes: I anticipate changes in work tasks, situations, and the environment, and actively use new situations as opportunities to achieve results Considering impact: When attempting to improve my work outputs, I consider the people and systems that will be impacted by my actions Working interdependently: My best results are achieved when working with or through my team and, where applicable, several diverse teams across the Net1 Valuing teams: I value the talents of others, demonstrate commitment to my team, share important or relevant information, and contribute to the achievement of our goals Having the confidence to achieve ambitious goals: I strive for the achievement of ambitious goals, as an individual and within teams. I ensure that my actions and decisions demonstrate a commercial mindset. Celebrating success: I celebrate success but guard against complacency, do not undermine or discredit others, or become arrogant. Building relationships: I actively build trusting and productive relationships with people at work, regardless of their cultural backgrounds, backgrounds, or viewpoints. Being true to myself: I always do what I say I will do, even when I am under pressure. Demonstrating integrity: I work in an open, transparent and respectful way and I uphold the rights and feelings of all those I work with, especially our customers. Understanding regulatory requirements: I demonstrate a full knowledge and understanding of all regulatory rules and principles relevant to my role. I adhere to both the letter and the spirit of applicable regulatory rules and principles. I comply with internal policies and procedures and escalate or whistle-blow potential risks and concerns when I identify them.
