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 expectationsDrive significant growth and profitability in the context of cost management and revenue recoveringImprove costs / expenses within approved budget to achieve cost efficienciesDeliver exceptional service that exceeds customers and stakeholder expectations through proactive, innovative and appropriate solutionsAdhere to SLAs with internal and external partnersEngage with the customers in a professional way as specified in the service standardsEnsure customers needs and expectations are understoodProcess the customer's request in an efficient and effective wayResolve all customer queries efficiently, and within agreed time linesKeeping abreast of the evolving banking environment in the Mortgage Lending spaceCultivate, 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 recoveringImprove costs / expenses within approved budget to achieve cost efficienciesMaintenance of expert knowledge on product including pricing, application procedure, processing and time lines in order to drive and achieve relevant product and service targetsAttend to queries of internal and external clientsProvision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/requestProcess incoming requests in a timely manner, prioritizing requests to ensure that client expectations are metWork on requests with a sense of urgency and purpose while maintaining quality customer service and expectationsTranslate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progressComply with governance in terms of legislative and audit requirementsResponsible for verifying and ensuring that all operational tasks are fulfilled in alignment with SLA's and documented processesJob Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
 

04/02/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.