1. Switchboard and Telephone
1.1    Telephone Service
•    Ensure that the telephones of the branch are answered in a professional manner with few or no complaints received
•    Responsible for the speedy and hassle-free transfer of client calls to the correct person or department

1.2    Switchboard Regulating and Reporting
•    Ensure the speedy and hassle-free attendance to all calls 
•    Ensure transfers to a person or department are executed and should calls return as unanswered, ensure that a message is taken
•    Take and follow up of messages to ensure that customer service is delivered to the client

1.3 Reporting of Defects 
•    Responsible to report any defects in respect of the telephone operating systems which may be noted and ensure the timeous finalization thereof.

 

2. Customer Focus
2.1 Customer Service
•    Ensure that clients are handled in a professional manner and provided with accurate information about the branch’s products and services.
•    Deliver speedy, friendly and helpful service and information to clients and peers
•    Ensure the immediate and quick referral of clients to the correct person or department when visiting the branch for information or enquiries

2.2 Customer Liaison
•    Responsible for liaising with internal and external customers in a professional manner on all Telephone Enquiries and related matters

3.  General Administrative Duties
3.1 Execution of all Typing 
•    Responsible for typing of all bank and client correspondence and has to see to it that this is carried out in the correct format and within the time allowed 

3.2 Filing and recording of Applications
•    Responsible for recording and filing of all Declined, Not taken up and Pending Applications

3.3 General Office Administration
•    Execution of all Office Administrative duties such as filing, printing of Amortization Schedules, References of other banks and general office work, are carried out on time and mistakes seldom occur

3.4 Recovery of Telephone Costs
•    Responsible for distribution of weekly telephone lists, ensure the timeous completion of calls by officials and the recording of telephone charges incurred by officials.
•    Responsible for the recovery of all telephone costs incurred by officials and as recorded on the monthly cost sheet. 

•    Ensure full compliance with the Bank’s internal Policies, Procedures, and Operational Manuals in the execution of all sales, marketing, onboarding, and client support activities
•    Ensure Data Accuracy and Quality by maintaining high standards of data integrity and accuracy in all client records, applications, and system inputs, in line with the Bank’s compliance and risk management standards 

 

4. Sales Focus
4.1 Marketing
•    Identify cross selling opportunities and refer such opportunities and leads to the correct person or department involved.

5. General
•    Must be willing to do any other reasonable and lawful instruction/task and ensure that it is carried out on time and correct.

6. Value systems and conduct
6.1 Upholding the Bank’s value system and Code of Conduct
Abide by and uphold the Bank Windhoek value systems and “code of conduct” comprising:
6.1.1 Values:
•    Teamwork
•    Excellence
•    Learning
•    Passion
•    Integrity
•    Innovation

6.1.2 Conduct:
•    Professionalism
•    Commitment
•    Reliability
•    Confidentiality
•    Brand loyalty
•    Loyalty in general
•    Behaviour in public
•    Discipline, etc.

Core Competencies:
•    Energetic and willing
•    Positive attitude towards system and system changes
•    Self-confidence and interpersonal skills
•    Leadership
•    Time management
•    Communication both written and orally in English
•    Teamwork
•    Reliability
•    Planning and organising skills 
•    Integrity
•    Discipline