Samkele C.

*Log, query and investigate all resolved and unresolved queries timeously. Timeously communicate problem resolution to line manager and or client. Minimise client queries and provide client product knowledge. Identify and communicate cross sell opportunities to client. Proactively identify and analyse the root cause of outstanding problems and communicate to line manage and stakeholders. Fundamental product knowledge. *Take ownerships of own career development by creating and managing a personal development plan. Continuously strive to develop own skills and knowledge and improve competence by identifying areas for personal development and initiating or motivating to attend developmental interventions. Maintain a positive attitude. Respond openly to feedback. Apply knowledge of the organisational systems, structure, policies and procedures to achieve business objectives. Take full accountability for the achievement of operational objectives within areas of control. Follow through to ensure that quality and productivity standards are consistently and accurately maintained. Support and drive the core values of the business *Timeously faxing, completing, e-mailing etc of relevant documentation and information. Ensure complete and accurate re-assignment of client queries. Lead sheets completion. Timeously process administration during call. Administrate and negotiate rate request from client with line manager. Verify info during call to minimise department liaison. *Accurate implementation of products, procedures and processes. Apply and implement knowledge of FICA and FAIS in terms of banking regulation (code of banking practices). Accurate and efficient product knowledge. *Ensuring correct procedures are followed (internal and Legislative procedures). *Use questioning and listening skills that support effective telephone communication. *Use an effective approach to handle special telephone tasks. *Retain clientele *Cross sell products *Support and provide superior service via phones, e-mails and faxes as a receiver. *Resolving queries upon the first call. *Escalating queries beyond my delegation to the superiors. *Use questioning and listening skills that support effective telephone communication. *Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. *Understand the impact of attitude in handling calls professionally *Effectively deal with job stress, irate callers, and upset customers *Use the most appropriate way to communicate with different behavior types on the telephone. *Apply the elements of building positive rapport with different types of customers over the phone. *Apply the proper telephone etiquette to satisfy various customer situations. *Apply appropriate actions to effectively control a telephone call. *Identify voice skills and how to enhance a good telephone presentation. *Meets commitments to customers *Other duties as assigned. *Display Time flexibility towards shifts as per work floor requirements *Log, query and investigate all resolved and unresolved queries timeously. Timeously communicate problem resolution to line manager and or client. Minimise client queries and provide client product knowledge. Identify and communicate cross sell opportunities to client. Proactively identify and analyse the root cause of outstanding problems and communicate to line manage and stakeholders. Fundamental product knowledge. *Take ownerships of own career development by creating and managing a personal development plan. Continuously strive to develop own skills and knowledge and improve competence by identifying areas for personal development and initiating or motivating to attend developmental interventions. Maintain a positive attitude. Respond openly to feedback. Apply knowledge of the organisational systems, structure, policies and procedures.