Bank Direct Customer Service Consultant

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1 v Bank Direct Customer Service Consultant

2 Bank Direct Customer Service Consultant Working at TSB Bank Established in 1860, TSB Bank is a 100% owned and operated bank. With its head office located in New Plymouth, the Bank s nationwide network of offices and its TSB Bank Direct call centre service over 150,000 customers across the country (and around the world). TSB Bank is committed to providing exceptional customer service to its customers a philosophy which drives everything our team does, from frontline staff to corporate support people. Position Summary: Responsible to: Overview: Functional, TSB Bank Direct Foreign Exchange Team Relationship With: Team Leader Consultants Visa staff Team Leader Support Financial Services team Team Leader Adminstration Technology Services team Bank Direct Adminstrators All Service Centres Support Team The role: To ensure the Bank achieves its objectives by developing and building business relationships with both existing and prospective customers by: providing the Banks customers and potential customers with professional, helpful and accurate guidance in the products and services offered by the Bank. converting other bank customers to TSB Bank. identifying customers needs, linking products and services to those needs, and closing sales. maximising unique benefits including ownership and service, crosselling additional products & services. actively developing and building a long term relationship between the customer and the Bank, through quality service.

3 Reaching these objectives will involve the following key tasks: Key Tasks Expected Results Control Information Promote and Sell Bank Services That all Bank products and services are actively promoted and sold at every opportunity. That by maximising these sales opportunities, additional Bank services are actively cross-sold. That quality new business is attracted to the Branch wherever possible. Monthly Objective Results To Build and Foster Long Term Customer Relationships That by gaining the customer's confidence through service excellence, long standing relationships are established and maintained. Maintain Quality Customer Service That the highest possible standard of quality customer service is offered and maintained at all times. That information provided to customers and potential customers is accurate and complete. Respond to Inbound Phone Calls Proactive outbound phone calls Achieve or Exceed all Sales Performance Objectives All information provided is accurate and complete. Call evaluations meet or exceed the accepted branch standard as per KPI guidelines. Ensure all outbound calling is performed in an appropriate timeframe and all sales opportunities are explored/followed up. Ensure all sales Key Performance Indicators are met or exceeded and all follow up calls are completed within an acceptable time frame as per Bank/branch guidelines. Create Revenue Maximum effort is made to to collect revenue for the bank when applicable. Implement Bank Policies & Procedures That all Bank policies and procedures are adhered to. Auditor Attend to Customer Enquiries That all enquiries are investigated and answered to the customers' satisfaction. Where doubt exists, the enquiry

4 be referred to the Team Leader Consultant, Sales Manager or in their absence the / Support/Administration Team Leader. Team Leader Consultants Contribute to Team Goals All actions will contribute to team goals and performance measures. Provide additional support throughout the branch as required including assisting with additional duties as deemed necessary by Management. Correspondence All inward correspondence is actioned promptly and efficiently. All outward correspondence is professionally written and presented in a timely manner. All requests for information are forwarded within an acceptable timeframe KPI's Maintain Database Information That all requirements of the database are upgraded when and where possible. Foster Banks Public Image That at all times the image of the Bank is maintained by appearances, behaviour and manner in which quality service is provided. Maintain Bank Security Standards That all Bank records are maintained in a secure manner. Auditor Complete Overseas Currency Instructions That all instructions are completed accurately and within accepted time frames for this service. Completed instructions are forwarded to Foreign Exchange Department/Bank Direct Administration as soon as possible. Lending information and processing Where applicable, that all loans are processed efficiently, accurately and meet the Banks guidelines and compliance standards Health & Safety Be aware and proactive in the promotion of the Bank's Health & Safety policy. All hazards/potential hazards are reported to Management immediately

5 Competency Expectations Quality of Work That high quality results are achieved with standards maintained and excellent presentation displayed. Quantity of Work That targets are consistently achieved, deadlines met and standards maintained. Knowledge That learning is continued and a high level of knowledge about own position and Bank in general is maintained, with relevant information assessed and utilized. Service Skills That a proactive and professional approach is displayed to customers. Teamwork That high co-operation and participation exists to contribute to an excellent team performance. Interpersonal Skills That effective communication skills are displayed and rapport built with customers and staff. Planning and organization That time and resource is prioritized and objectives planned and achieved. Initiative That problems and opportunities are identified and initiative used to analyse and implement solutions. Signed by the Employee:.. Date:..