KPA (KEY PERFORMANCE AREAS

KEY RESPONSIBILITIES

A) Determine Personal Customer Brand

·         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

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 (Personal Customers Only)

·         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 matters outside scoring criteria to the relevant credit authority

KEY PERFORMANCE AREAS

KEY RESPONSIBILITIES

D) Cross and Upsell Generation Opportunities

·         Ensures to sell, cross-sell as well as actively refer all bank products and services

·         Actively participates in specific campaigns and marketing activities as required

·         Promotes the use of multiple non- physical channels 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

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

E) Information Collation, Analysis and Reporting

·         Continuously assesses customer requests against the ability of processes and systems, in order to make recommendations to the team leader to act on the system and as further input into the Enablement and Product areas

·         Collates information on value, variation and failure in the system in order to contribute to development of management information for the department

·         Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams

·         Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system