KEY PERFORMANCE AREAS (KPAS)/ KEY RESPONSIBILITIES:
*Implement and support sales strategic initiatives as outlined by the business.
*Provide strategic support to the branch operational management.
*Welcome and greet walk-in customers when they arrive at the branch.
*Identify customer needs and provide excellent information of the Bayport product basket.
*Explain the relevant processes to the client and establish if they qualify to proceed with the process at that point in time.
*Welcome and attend to client queries & direct clients to relevant desk for service required
*Management of client waiting area / queue management.
*Provide excellent client service and build sustainable relationships that enhance the Bayport brand.
*Ensure effective management of all costs within your control (telephone and data).
*Assist with ensuring that all fraud related cases are reported to forensics.
*Request required documents from clients and scan them for verification
*Oversee and assist to ensure cleanliness of the branch.
*Assists to create and maintain health and safety working environment for clients and employees by ensuring that the branch is compliant with health and safety regulations and company policies.
*Complete and maintain updated attendance, complains & complements registers.
*Assist with marketing initiative i.e. making appointments, assist with referrals.
*Identify training gaps within the branch staff to ensure superior client service.
*Perform any additional admin duties/activities assigned by management from time to time.
*Schedule monthly sessions with staff for information sharing including complains/complements for training purposes.
*Provide regular reports to management for decision making.
Demonstrates the ability to identify and manage fraud as it pertains to the relevant industries.
Industry Specific Knowledge (i.e. banking, insurance)
Demonstrates the business acumen required to function successfully within the industry, specific to the role filled.
Delivers a positive client service experience.
Demonstrate the skills to review and assess a customer’s relationship and experience associated with the company’s pre-sale, mid-sale and post-sale product/service interaction and quality.
Products & Services (specific to product)
Demonstrates an in-depth knowledge of the organization specific services and products. Discourses clearly and easily on all products.
Demonstrate the ability to identify problems and/or opportunities and responding to them with insight and creativity. Examining the possible solutions and making informed choices based on the best and most relevant information and resources available.
Use of Specific Operational IT Systems
Demonstrates the successful use of internal proprietary systems that enable business operations
Client Interaction, Handling & Education (telephonic & face to face)
Demonstrates the ability to telephonically deal with clients and handle the diverse spectrum of client interactions effectively. In addition, is able to deal with a variety of client types and moods.
Demonstrate the required knowledge and skills associated with operating a Personal Computer.
Language proficiency: English
Communicates clearly and concisely in English. This includes both the verbal and written mediums.
Language proficiency: Local
Communicates clearly and concisely in any additional required language. This includes both the verbal and written mediums.
The ability to interact with a client to successfully enable the retention of said client.
Demonstrate the capability to enhance the company’s brand value either directly through daily behaviour that directly promotes the brand. Living the brand.
Credit & Credit Policy
Demonstrate an ability to implement all credit evaluations and process against the guidelines housed within the credit policy. Have the required skills and knowledge in terms of Credit as a discipline.
Demonstrate the ability to unpack the company’s desired culture in a specific direction. The ability to live and sell the desired culture through day-to-day activities and behaviour.
Knowledge of People
A comprehension of people behaviour as it relates to the workplace. This could be linked to staff and colleagues as well as customers.
Demonstrate the ability to conduct a customer needs assessment. Demonstrate the capacity to collect and assess information provided by the customer. This will be done through probing and leading the conversation with the customer and most importantly listening to the needs, or implied needs that the customer expresses.
Professionalism & Toolkit
The ability to be professional at all times. As a representative of Bayport to ensure that the brand is at all times promoted through the individual’s attitude, mannerism and dress.