KEY PERFORMANCE AREAS

SPECIFIC DUTIES:

1.     System Monitoring

2.     End of day Processing

3.     Mobile App Assistance

4.     Customer Focus

5.     ATM Card assistance

6.     Verification of account

7.     Resetting of Passwords

8.     Easy Wallet

9.     General duties

SYSTEM MONITORING

·       ATM’s – Making sure that all the ATM’s are up and running and available to clients. ATM’s should have an uptime of about 98% per month. Contact custodians and reporting ATM’s and making sure that they attend within the SLA. Follow up’s has to be done to ensure that the ATM’s are available to  clients.

·       System monitoring – Making sure that all lines (Data, Powerlines, Networks, etc.,) are working and that business continuous without any interruptions. Should a problem occur, do the necessary reporting and follow ups in order for the branches to have minimum down time.

END OF DAY PROCESSING

·       IXT FILE PROCESSING – Processing of IXT (Financial files) on an hourly basis daily. Making sure that it is done correctly and processed in the time frame that is within the SLA. Should an error occur it should be reported and fixed immediately. This has a direct impact on our clients as well as the bank if it is not processed correctly.

·       NIGHTLY – Run the phoenix nightly process and report/escalate any issues and problems. We also run staging 6 and 7 on the nightly. Monitor continuous and making sure that nightly ends of daily as per procedures.

·       DATA WAREHOUSE POPULATION –Monitor that population runs smoothly and also report problems immediately.

·       CRYSTAL REPORTS – Monitor that reports are generated so that the branches have the daily reports on time. Should any problem occur, report and escalate issue immediately in order for the problem to be rectified.

·       GLOBAL PHOENIX REPORTS – Monitor that reports run without any problems.

MOBILE APP ASSISTANCE

·       Assisting clients to register successfully on the Mobile app.

·       Should clients have a problem, assisting them to get the issue resolved as quickly as possible so that they can use the app.

·       Unblocking of the App should the client be logged out

·       Providing username should the client forget what it was but firstly authenticating the client.

CUSTOMER FOCUS

·       Proactively manage customer issues and act as an escalation point.

·       Responsible for the management of client and internal client relationships by ensuring that clients and internal clients are handled in a professional manner.

·       Provide correct information to internal as well as our external clients at all times in order to assist with their specific needs.

·       Responsible for effective and efficient service administration.

ATM CARD ASSISTANCE

·       Stopping of ATM card when client phones us to do so with immediate effect.

·       Assisting in card queries like clearing errors for branches as well as and Bank Gabaronne

·       Assisting clients with card queries should they not know where transactions were done or why a specific transaction declined etc.

VERIFICATION OF ACCOUNTS

·       Assisting companies in verifying accounts of clients via email or telephonically.

RESETTING OF PASSWORDS

·       Assisting internal customers to reset the following passwords:

1.     Phoenix passwords

2.     Postcard passwords

3.     Windows passwords

EASY WALLETS

·       Assisting clients when they phone in if they have a problem on how to access an easy wallet or whether the money is on the account etc.

·       Placing a hold on the account should the client have send the money to a wrong cellphone number and advising them on what the next steps are.

GENERAL REQUIREMENTS

·       Friendly presence and helpful attitude

·       Good interpersonal skills and the ability to work well with others

·       Good problem solving skills

·       Ability to visualize a problem or situation and abstractly to solve it

·       Remain productive during slow times

·       Be able to multi task effectively during busy times

·       Exercise patience and professionalism during stressful situations

·       Being creative.

·       Ability to work or without direct supervision

OPERATIONAL

·       Take ownership and responsibility of an issue from the start through to a successful resolution.

·       Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.

·       Dealing with queries by following departmental procedures for fault resolution.

·       Develop sound understanding of I.T operations and related applications and I.T systems as well as business related processes and procedures.

·       Maintain and consistently demonstrates a general knowledge of company guidelines, processes, practice and procedures.

CORE COMPETENCIES

·       Planning and organizing

·       Good communication skills (Written and Verbal)

·       Interpersonal skills

·       Problem solving and analytic

·       Delivering of results

·       Detail conscious