FNB – Service Consultants (No Experience Required)
Job Title: Service Consultant
Location: Gaborone
Employment Type: Full-time
Closing Date: January 18, 2025
Job Requisition ID: R26998
Job Overview
We are looking for a dynamic and customer-focused Service Consultant to join our team in Gaborone. This role requires a dedicated professional who can deliver outstanding customer service across various communication channels, efficiently resolve queries, and contribute to the companyโs growth and profitability. The position is an excellent opportunity to work in a fast-paced, innovative environment while ensuring compliance with service standards.
Key Responsibilities
Customer Engagement
-Provide exceptional service via face-to-face, telephonic, and other channels.
-Resolve customer queries promptly within agreed timelines, maintaining high-quality standards.
-Accurately process customer requests, ensuring all needs are met effectively.
-Build and nurture professional relationships with customers and stakeholders to support business goals.
Service Delivery
-Offer innovative and proactive solutions that exceed customer expectations.
-Adhere to Service Level Agreements (SLAs) with internal and external partners.
-Stay informed about changes in the banking environment, with a focus on Mortgage Lending.
Operational Excellence
-Maintain in-depth knowledge of products, pricing, and application processes to meet service targets.
-Effectively plan and manage customer queries and requests.
-Prioritize tasks to ensure timely and efficient service delivery.
Cost and Revenue Management
-Drive profitability while managing costs and ensuring revenue recovery.
-Work within approved budgets to optimize cost efficiency.
Compliance and Governance
-Ensure all activities comply with legislative and audit requirements.
-Align operational tasks with SLAs and documented processes to uphold governance standards.
Skills and Competencies Required
-Strong customer service skills with excellent communication and interpersonal abilities.
-Proficiency in problem-solving and managing tasks under pressure.
-Knowledge of banking products and services, especially Mortgage Lending, is advantageous.
-Attention to detail and strong organizational skills.
-Commitment to compliance and adherence to governance standards.
Minimum Requirement
- BGCSE (Botswana General Certificate of Secondary Education) or equivalent.
- No experience is required.
HOW TO APPLY:
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