Lerato Princess Tibana

· To provide exceptional client service on online social media channel, Twitter, Facebook, Instagram, Chabot, and Hello Peter

· To provide exceptional client service on online social media channel, twitter, Facebook Chatbot, and hello Peter

· Taking note of all mentions and posts regarding African Bank

· To manage the process of service recovery in the instances where service failures have occurred.

· To respond to online posts timeously

· To resolve highly escalated queries with urgency and efficiently and still maintain an exceptional level of service delivery

· Provide feedback to business regarding the nature and root cause of escalations

· To always uphold the bank’s brand, constantly ensuring that one is aligned to the bank's voice, tone and social media presence

· To always uphold the Social Media policy when servicing clients online

Sales Support

· Processing new sales leads.

· Managing the correspondence between the sales team and their clients.

· Monitoring customer accounts.

· Providing data and reports to help the sales team.

· Keeping track of sales applications

.Communicate with customers via emails and telephone.

• To make outbound calls in order to provide customers with feedback for their queries and requests.
• Type discount settlement letters and payment arrangement letters. Respond to customers emails.
• Respond to Chabot messages Resolve logged queries Assist customers with account balance disputes.
• Communicate with relevant departments for further escalation of queries.
• Logging incidents with IT for App/ Web errors and system disputes.
• Submit request to Credit Bureaus for Customers credit profile updates.
• Log and escalated customer complains.

• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Receive inbound calls Assist customer with service related queries.
• Logging customer queries
• Making payment arrangements
• Calculating discounts
• Assist customers to register for online banking Resetting customer login credentials
• Assisting customer with activating payment breaks on their accounts
• Educating customer with consequences of account non payments
• Educating customers with benefits of account payments
• Open bank accounts for customers
• Forwarding statements, settlement quotation, paid-up letter and client’s contracts.

Receiving inbound calls from customers who want to make payment arrangement

Making outbound calls to customers who missed payments on their accounts

Probe, determine and update system with reason for the account being in default.

Negotiate payment arrangement with the client within set mandates.

• Work all linked account as per client’s profile
• Confirm and update client’s details, like banking details, salary date, repayment method and frequency (weekly, fortnightly, or monthly)
• Load Promise to Pay (PTP) on system as agreed with client.
• Capture notes on system regarding important information & arrangement with client.
• Summarize and confirm payment arrangement with client