Universal Advisor - Polokwane - FNB Namibia

    FNB Namibia
    FNB Namibia Polokwane

    1 week ago

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    Description

    Job Overview

    To deliver exceptional customer experiences by being empathetic and responsive to their needs, providing tailored solutions and guidance while adhering to established policies and procedures.

    • We strive to connect with our customers through genuine and helpful interactions, living up to our brand promise of how we can assist them at all times.
    • Our goal is to engage with customers in a clear and concise manner, offering solutions and products that cater to their specific needs and preferences.
    • We expect our representatives to conduct themselves in an ethical and responsible manner, always prioritizing fairness and transparency.
    • In everything we do, we must adhere to the Treating Customers Fairly (TCF) principles, ensuring that our actions are guided by a commitment to fairness, transparency, and respect.
    • Our team members play a crucial role in identifying and promoting products and services that align with customer needs, fostering long-term relationships built on trust and mutual value.
    • We aim to optimize channel utilization, leveraging opportunities to enhance customer engagement and drive cost efficiency.
    • All activities should support cost containment and reduction initiatives, contributing to the organization's overall objectives.
    • Each customer interaction presents an opportunity to migrate or convert customers to digital channels, encouraging self-service and maximizing efficiency.
    • We require our representatives to comply with established procedures and processes, understanding the associated risks and taking ownership of their decisions.
    • Key performance indicators include fulfilling transactions above benchmark levels and delivering exceptional customer experiences.
    • We expect our team members to embody the organizational values, demonstrating behavior that supports our mission and vision.
    • Individuals are accountable for their performance, personal growth, and career development, recognizing the importance of continuous learning and self-improvement.
    • As a team, we contribute to the overall success and effectiveness of our organization, adapting to changing business and customer needs with agility and resilience.

    Key Responsibilities

    Deliver Customer Experience: Provide empathetic and responsive service, meeting customer needs and expectations while adhering to policy and process.

    Sell and Cross-Sell Products: Identify and promote products aligned with customer needs, fostering long-term relationships and driving revenue growth.

    Optimize Channel Utilization: Leverage opportunities to enhance customer engagement and drive cost efficiency, migrating customers to digital channels when appropriate.

    Comply with Procedures: Adhere to established procedures and processes, understanding associated risks and taking ownership of decisions.

    Meet Performance Indicators: Fulfill transactions above benchmark levels, delivering exceptional customer experiences and supporting the organization's objectives.



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