Key Performance Areas

Customer

• Takes accountability in customer engagement to identify customer’s needs.
• Use the systems to establish the authenticity of the customer and avoid dealing with and compromising information to unauthorized persons.
• Performs the regulatory checks for the customer, FICA, POPI and NCR
• Aid customers in account servicing and account origination.
• Handles client serving like issuing of card, answering to client queries
• Referring matters outside the operational mandate to the team leader

People

• Adheres to principles of teamwork
• Allows to be led by the senior

Finance

• Ensure that revenue is generated by meeting the agreed sales target
• Retain customers by providing client service and resolving complaints and queries timeously
• Prevent account closures and operational losses by following laid down procedures on compliance

Process, Risk, Regulatory & Compliance

• Comply with FAIS guidelines (Honesty and Integrity)
• Operates within the code of conduct
• Adhere to Treat Customer fairly, FICA, POPI and NCR guidelines
• Refers any matters outside the laid down scoring to the team leader
• Operate within the stipulated Levels and Limits
• Collate information regarding systems, clients and process to aid an improvement of the overall client experience

Responsibilities

• Leads identified converted into successful sales.
• Ensure activities support cost containment and reduction.
• Educate customers on correct digital channels to maximize channel optimisation.
• Connect with our customers by living up to our brand promise of “HIGH FIVE” at all times. Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
• Make sure ACTIVATION is PRIORITY on onboarding
• Always conduct themselves in an ethical manner.
• Adhere to the TCF (Treating Customer fairly) principles in all that you do.
• Optimize every customer interaction to migrate cash transactions and/or convert customer to digital channels and self-service channels.
• Resolve all customer queries efficiently, and within agreed timelines.
• Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrates behaviour in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Maintain an ability to adapt to ever changing business and customer needs.
• Contribute to the overall effectiveness and success of the team.
• Improve knowledge and competencies by completing role specific training.

Key performance measure

• Meet stipulated target

• Service compliments and complaints
• Adhere to Compliance requirements
• Operational losses and attrition

Qualifications

• Minimum Qualification: NQF 4 Qualification
• Preferred Qualification: Relevant NQF 5 qualification as prescribed by the Financial Services Board
• Regulatory Exam qualification
• An appropriate recognised business Diploma or Higher   Certificate at NQF level 6
• Microsoft office Computer Literate

Experience

• Experience: 1-2 years related experience
• FAIS – Yes

The successful applicant must:

• Leadership competencies - Manager of Self
• Meeting customers’ needs: I make every effort to understand and fulfil the needs of my internal and external customers.  The relationships I establish help customers to feel valued and appreciated and reflect good business practices.
• Handling upset customers: I handle upset customers by hearing them out, empathizing, apologizing, and taking personal responsibility for resolving their problems/issues
• Accepting development opportunities: I accept responsibility for my own development so that I can reach my full potential; and I jointly determine appropriate developmental activities with my manager; OR
• Inspiring others to develop I instil in others a curiosity for new knowledge, experiences, and challenges, and help team members to create development opportunities for the achievement of their full potential
• Anticipating changes: I anticipate changes in work tasks, situations, and the environment, and actively use new situations as opportunities to achieve results
• Considering impact: When attempting to improve my work outputs, I consider the people and systems that will be impacted by my actions
• Working interdependently: My best results are achieved when working with or through my team and, where applicable, several diverse teams across the Net1
• Valuing teams: I value the talents of others, demonstrate commitment to my team, share important or relevant information, and contribute to the achievement of our goals
• Having the confidence to achieve ambitious goals: I strive for the achievement of ambitious goals, as an individual and within teams. I ensure that my actions and decisions demonstrate a commercial mindset.
• Celebrating success: I celebrate success but guard against complacency, do not undermine or discredit others, or become arrogant.

• Building relationships: I actively build trusting and productive relationships with people at work, regardless of their cultural backgrounds, backgrounds, or viewpoints.
• Being true to myself: I always do what I say I will do, even when I am under pressure.
• Demonstrating integrity: I work in an open, transparent and respectful way and I uphold the rights and feelings of all those I work with, especially our customers.
• Understanding regulatory requirements: I demonstrate a full knowledge and understanding of all regulatory rules and principles relevant to my role. I adhere to both the letter and the spirit of applicable regulatory rules and principles. I comply with internal policies and procedures and escalate or whistle-blow potential risks and concerns when I identify them.