KEY PERFORMANCE AREAS (KPAs)

1. Sales, Support & Growth Functions

·     Collaborate effectively with Branches and related Support services to increase Bureau sales as per the Payments & E-Channels Strategic Initiatives

·         Onboarding of clients on iBank platforms and NamPay Bureau Admin Tools, by ensuring the correct setup of NamPay Bureau contracts and annexures

·         Training of Clients on iBank platforms and NamPay Bureau systems

·         Assist in the training of new Consultants in all related systems and administration functions

·         Train and assist branches with queries related to Epac Admin

·         Investigate, resolve, and/or escalate of errors and queries on Bureau files

·         Investigate, resolve, and/or escalate of errors and queries on legacy iBank, Business Online, Retail Online, IPN and Mobile App

·         Handling of ManageEngine calls from branches

·         Handling of daily client queries

·         Perform User Acceptance and regression testing. 

1. Customer Focus

·         Provide expert customer service to branches, other support departments, external service providers and clients.  

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

1. Service Delivery & Customer Satisfaction Functions

o    Technical Service Delivery:

ü  The consultant needs to ensure that the Channels are working technically and optimally for the client

ü  Assist clients in understanding and be able to use the channel optimally

ü  Serve as an intermediary between the IT Department, the client and branches

ü  Attend to, resolve and/or escalate all client and branch digital channels related queries

o    Commercial Service Delivery NamPay Bureau:

ü  Provide an efficient and competitive service to clients and branches

ü  Setup of contracts and application forms received from branches

ü  Assisting branches in the setup of contracts and application forms for NamPay Bureau clients

ü  Complete contact reports for all client service calls and visits

ü  Assisting clients and branches with service queries

o    Presence System:

ü  Handle all incoming calls from customers and branches on the Presence system

ü  Handling of emails/queries received from branches and customers

ü  Assisting clients, branches and the Customer Contact Center with service queries

1. Administration Functions

·         Adhere to all the processes and administration procedures related to:

ü  Sales

ü  Contracts

ü  Annexures

ü  Setting up of clients

ü  Call Report to Bureau clients

ü  Service delivery (Call/Contact Reports)

·         Follow up on all reports:

ü  Legacy iBank/Business Online/Retail Online/IPN/Mobile App

ü  NamPay Bureau

·         Due diligence in terms of working methodically and according to defined processes and procedures in manuals.

·         Assist in the drafting of Lean Business Cases for new system requirements and/or enhancements 

5.     General

·            Must be prepared and willing to do any other reasonable and lawful instruction / task and ensure it is carried out on time and correct.

6.     Channel Specific Functions:

Legacy iBank, Business Online, Retail Online, IPN and Mobile App

o    System Interventions

o    Management of queries and requests received in the iBank mailbox

NamPay Bureau

o    System Interventions

o    Processing of new applications

o    Adding and deleting of users

o    Updating of statistics

o    Assist with Bureau files and queries

o    Management of queries and requests received in the Bureau mailbox

Training and Client Services

o    Bureau, legacy iBank, Business Online, Retail Online, IPN training to branches, Customer Contact Center and new employees

o    Training and provision of information to clients and branches

o    Handling of enquiries and c lient requests

o    After sales service

o    Routine testing of Bureau, legacy iBank, Business Online, Retail Online, IPN and Mobile App to ensure that the services are online and functional

o    Contact clients to confirm duplicate payments

o    Contact clients regarding failed or rejected payments resulting from system issues

 Core Competencies

• Customer-Centric Mindset
• Accuracy and Attention to Detail
• Adaptability and Resilience
• Initiative, Innovative and Commitment
• Analytical Thinking (Problem Identification, Information Gathering, Research, Solution Implementation)
• Ability to handle pressure
• Willingness to work overtime and on weekends
• Strong Interpersonal skills
• Relating and Networking
• Presenting and Communicating Information
• Planning and Organising