Customer Service Specialist – Mines & Metals

JOB PURPOSE

The key function of this role entails working with the Relationship Managers to deepen the wallet share of existing Customer Relationships as well as developing new Relationships with a view of driving revenue and market share growth. This will be achieved by ensuring that customers have full access to the full Zanaco Product Suite in addition to delivering world class customer Service while maintaining a robust control environment.

Under the supervision of the Senior Relationship Manager – Mines & Metals the following are among the Job Key Responsibilities:

• Support relationship managers in maintaining, growing and sustaining quality relationships with existing and new to bank customers.
• Support Relationship Managers with Customer Research, Sales Research to ensure that the bank is abreast with Customers changing needs by using Market and Industry intelligence.
• The jobholder will be the point of contact for Customer Service issues including timely query resolution to support Relationship Management.
• Deliver world class customer experience through timely execution of customer requests as well as robust management of all queries and complaints aligned to Zanaco’s standard procedure and policy.
• Strive to continuously improve the levels of service, through identification of key areas of concern as well as monitoring customer service and satisfaction.
• Proactively engage clients within the portfolio to discuss service issues that they may be facing and draw up plans to resolve.
• Undertake scheduled customer service visits for top clients on the portfolio and customer phone calls for the rest the customers.
• Provide information to commercial and agriculture customers on new products and services being introduced by the Bank.
• Maintain regular contact with customers and conduct needs analysis to identify customer service needs effectively and ensure customer satisfaction through proactive management of the customers.
• Prepare and analyze monthly NPS results, Customer Satisfaction Survey, and Mystery Shopping and provide action initiatives to resolve identified pain areas.
• Responsible for customer service quality and efficiency through day to day service operations of the unit concentrating on delivery of high quality after sales customer service support.
• Produce quality complaints MI as per set schedule and drive service excellence through action tracking logs to help in the monitoring of customer service levels and satisfaction.
• Query management and resolution within given turnaround times and escalate those that go beyond expected TATs.
• Provide support to the Credit analyst in preparation of the credit paper.
• Provide support to the Relationship Manager in connection with execution and perfection of security documentation
• Collaborate with specialists in Transactional Banking, Trade Finance and Treasury to enhance customer experience and increase uptake and usage of the banks products.
• Arrange or undertake product and Service presentations where appropriate.
• Conduct root cause analysis, identify systems, processes and service gaps which create barriers to serving customers
• Conduct Branch Assessments in key Agriculture and Commercial branches to determine whether work standards and quality work output are achieved and maintained.
• Develop understanding of the financial targets and key performance of the Relationship Managers portfolio.
• Produce call reports in agreed format for all scheduled significant business meetings, these should be updated on shared folder/customer files.
• Liaising with internal/external stakeholders and attending to service queries related to information requirements on the Commercial /Agriculture banking portfolios.
• Perform a proactive liaison role between customers and back-office service fulfillment and meet with various internal stakeholders to discuss possible improvements
• Responsible for the Administrative aspects of Commercial and Agriculture Relationships, including support to account opening, KYC details or other documentary requirements.
• Review and ensure that agreed service level agreements are adhered to
• Facilitate training on Customer Service Experience and other Products in order to enforce customer service policies and procedures and ensure that training addresses service areas affecting corporate, agriculture and commercial customers.
• Conducting semiannual competitor analysis to understand how peers deliver service with a view to exceeding industry expectations.
• Ensure proper segmentation codes are applied against assigned portfolio of Commercial and Agriculture customers.
• Monitor performance of all service delivery channels identifying operational risks and recommend solutions to resolve failures identified.
• Any other responsibilities or tasks as assigned by management.

INTERNAL/EXTERNAL CONTACT

External:

• Branches and various head office departments (i.e. IT, Operational Risk, Retail Banking, Products and Channels, Payment Centre, etc.) in order to enhance service delivery and improve process flows.
• Supporting business units to improve and retain customer relationships

Internal:

• Customer service calls

QUALIFICATIONS/EXPERIENCE

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
• University degree in a Business-related Field or professional qualification from a recognized university.
• Diploma in Banking and Finance as added advantage
• Minimum of five (5) years Banking or financial experience
• A strong team player who can demonstrate a valuable contribution across a virtual team
• Proven ability to instigate changes in customer operating habits influencing the way they work to achieve mutual benefit
• Ability to work in fast paced changing environment
• Proven questioning and analytical skills
• Proven problem solving and decision making skills for complex queries
• An in-depth knowledge of advanced lending techniques, products, trade finance, cash management or Investment instruments.
• Demonstrates Sound knowledge of business conditions, banking and commercial laws and regulations.

JOB CORE COMPETENCIES

• Results Driven
• Strong interpersonal skills
• String Customer Service Skills and capabilities
• Proficient in use of internal computer system
• Communication Skills
• Sales & Negotiation Skills
• Good product knowledge
• Excellent customer relationship management
• Problem-solving and conflict resolution
• Presentation Skills
• Ability to manage multiple tasks
• Telephone Etiquette
• Database management
• Building Relationships
• Being Pro – Active
• Resilience

• Analytical thinking
• Team work
• Customer service orientation
• Conceptual thinking
• Negotiation Skills