KPA (KEY PERFORMANCE AREAS

KEY RESPONSIBILITIES

A) Determine Customer Segment

·        Analyze customer needs as per customer life stage and business life cycle stage

·        Engages with customers and deliver against customer demands and enquiries.

·        Validates the customer’s regulatory status

·        Updates relevant systems with history notes as applicable. 

·        Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand

·        Where required, provide the necessary financial education and literacy

B) General Customer Banking Demands

As per customer request and in line with Bank’s policies and procedures:

·        Link / de-link accounts to cards according to laid down procedures

·        Orders replacement credit / debit cards

·        Attends to limit increases and decreases of Visa Card limits

·        Process fixed savings account transactions

·        Process stop payments, stop orders, and standing instructions for customers, issues provisional statements, balance and other simple enquiries

·        Process value and non-value transactions

·        Process transactional limits on ATM / Credit cards

·        Ensures all new service requests (queries and complaints) are logged correctly

·        Ensures service requests in personal work list are actioned within agreed timelines

·        Educates customer(s) on self-service functionalities

C) Account Opening

·        According to laid-down procedure disclose to customers that he/she is acting under supervision along with other relevant FAIS disclosures and ensuress business processes are followed to ensure the customer receives this in writing. Operate within the legal and compliance frameworks provided and explain such to customers.

·        Educates and assists customers to understand risk and compliance requirements and procedures associated with their account.

·        Ensures receipt of complete documents and application forms required for all new accounts.

·        Refer credit matters to the relevant credit official

D) Cross and Upsell  Opportunities

·        Ensures to sell, cross-sell  actively the bank's products and services

·        Refer sales leads to the relevant business aread

·        Actively participates in specific campaigns and marketing activities as required

·        Promotes the use of multiple digital and self service devices andchannels to customers

·        Obtains necessary customer documentation as required by regulatory prescripts

·        Accurately captures, updates, or amends customer information and history notes

·        Determines any additional customer demand that could be met whilst interacting with customer and refer to relevant person for assistance

·        Generate sales leads through customer engagements

·        Any other duties as required by business and directed by Line Manager

E) Information Collation, Analysis and Reporting

·        Log customer complaints and compliments on the relevant systems

·        Collect and submit feedback cards s