CLOSING DATE: Not Specified
JOB TYPE: Permanent
JOB DESCRIPTION:
To provide excellent customer service through multiple channels, for example face to face, telephonic, internal, external, by facilitating query resolution, processing customer request and managing customer’s expectations
- Drive significant growth and profitability in the context of cost management and revenue recovering
- Improve costs / expenses within approved budget to achieve cost efficiencies
- Deliver exceptional service that exceeds customers and stakeholder expectations through proactive, innovative and appropriate solutions
- Adhere to SLAs with internal and external partners
- Engage with the customers in a professional way as specified in the service standards
- Ensure customers needs and expectations are understood
- Process the customer’s request in an efficient and effective way
- Resolve all customer queries efficiently, and within agreed time lines
- Keeping abreast of the evolving banking environment in the Mortgage Lending space
- Cultivate, build and maintain relationships with internal and external parties to support the business strategy
- Drive significant growth and profitability in the context of cost management and revenue recovering
- Improve costs / expenses within approved budget to achieve cost efficiencies
- Maintenance of expert knowledge on product including pricing, application procedure, processing and time lines in order to drive and achieve relevant product and service targets
- Attend to queries of internal and external clients
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request
- Process incoming requests in a timely manner, prioritizing requests to ensure that client expectations are met
- Work on requests with a sense of urgency and purpose while maintaining quality customer service and expectations
- Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
- Comply with governance in terms of legislative and audit requirements
- Responsible for verifying and ensuring that all operational tasks are fulfilled in alignment with SLA’s and documented processes