KPA (KEY PERFORMANCE AREAS

KEY RESPONSIBILITIES

A) General Customer Demands -

Add Section  B from USC KPA

·        Welcomes customers to the branch in a timely and professional manner.

·        Proactively identify customers in the teller queue who need to make cash deposits.

·        Provides professional assistance by explaining to customers how to complete a deposit transaction at the cash deposit ATM.

·        Educates and informs customers about various self-service and remote facilities and benefits.

·        Assists customers with all electronic channels service requests.

·        Co-ordinate the flow of the branch by assisting customers at the Queue Management System (QMS) and where relevant channel customers to the correct self-service devices.

·        Responsible for ensuring that enquiries and complaints are dealt with professionally and correctly referred where necessary.

·        Refer new business opportunities and leads to the sales consultant or relevant teams.

·        Identify demand generation opportunities such as Easy Wallet, Alert Me notifications, Mobile App, etc. and refer to relevant team members for further processing.

·        Remain abreast with the Bank’s products and services.

·        Execute relevant ATM custodian duties and tasks.

·        Execute ad hoc duties as required by business and directed by line manager.

B) 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

Competency Profile 

Essential 

Desirable 

Less Relevant 

N/A 

1 

Leading and Deciding Action 

1.1 

Deciding and Initiating Action 

X    

1.2 

Leading and Supervising 

X 

2 

Supporting and Co-operating 

2.1 

Working with People 

X 

2.2 

Adhering to Principles and Values 

X 

3 

Interacting and Presenting 

3.1 

Relating and Networking 

X 

3.2 

Persuading and Influencing 

X