Accurate Role Description

Transcription

1 Accurate Role Description Position: Accurate Role Description Position: Member Service Centre - Consultant As at: June 2018 Behavioural Guidelines Specific examples of the types of behaviour the organization would see when this role is being performed well. Evidence (Metrics) The result (metric) or outcome measures that indicate a role priority is being delivered upon. Skill Capability The primary skills required to perform this role priority to a high standard.

2 Position Objective: Position Role Priorities 1. Provide an outstanding standard of member service in alignment with brand and values. 2. Enhance & establish relationships with existing and potential members of Credit Union SA to generate sales that meet member s needs. Definitions Role Priority The key role responsibilities viewed by the organization as important to role success. These are not tasks, but overall big picture role responsibilities. Behavioral guidelines Specific examples of the types of behavior the organization would see when this role is being performed well. Evidence (metrics) The result (metric) or outcome measures that indicate a role priority is being delivered upon. 3. Take ownership of day to day operational processes & ensure compliance with policy, procedures & legislative requirements 4. Deepen member relationships by exploring opportunities for other Credit Union SA products and services 5. Work collaboratively and contribute to building a supportive and high performance environment Skill Capability The primary skills required to perform this role priority to a high standard. P a g e 2

3 Role Priority 1 Behavioural Guidelines Evidence Metrics Skills Provide an outstanding standard of member service in alignment with brand and values. (20%) Create and build member relationships through curiosity and rapport building approaches. Greet members in a prompt, friendly welcoming manner and attend to their banking needs accurately and professionally. Coaching observations rated against quality call monitoring evaluation. Minimum of 4 calls observed each month, Observations by Team Leader Coaching interactions Member feedback Identify member needs Build rapport & trust Problem solving & negotiation skills Time & self management skills Assume ownership of the member s query ensuring needs of members and prospective members are identified and met. Coaching observations rated against quality call monitoring evaluation. Minimum of 4 calls observed each month, Observations by Team Leader Coaching interactions Member feedback Ensure a clear understanding of the call standards and service level requirements of Credit Union SA. Every interaction with member is logged in Prosper at the close of that interaction and follow-ups completed as per agreed policy. Resolve member enquiries in a timely and professional manner within Credit Union SA policy and legislative requirements. Coaching observations rated against quality call monitoring evaluation. Minimum of 4 calls observed each month, Observations by Team Leader Coaching interactions Member feedback Lodge and record feedback provided by members, staff and internal customers in a timely and accurate manner. Observation of Prosper notes in conjunction with call monitoring. Feedback from members, internal customers and Team Leader/Manager is 100% positive P a g e 3

4 Role Priority 2 Behavioural Guidelines Evidence Metrics Skills Enhance & establish relationships with existing and potential members of Credit Union SA to generate sales that meet member s needs. (40%) Proactively develop and maintain a strong knowledge of products and services provided by Credit Union SA Actively participating in DTT meetings, training sessions and coaching sessions. Pro-actively taking personal responsibility for developing knowledge and skills. Questioning & listening skills to determine member needs. Link product service & benefits to member needs. Attention to detail. Conduct needs based conversations/ interactions with members exploring all opportunities. Assume responsibility of own sales targets, setting strategies to meet them by working closely with manager and team leader. Increase members knowledge of their membership through provision of Credit Union SA s products & services consistent with values of cross sell, upsell and retention targets. Coaching observations rated against quality call monitoring evaluation. Minimum of 4 calls observed each month, Observations by Team Leader Coaching interactions Member feedback Achieve at least 95% of sales/referral budget/targets each month using Hologram/Prosper & regular team updates Clear & open communication. Ability to identify and prioritize opportunities. Assume responsibility of own referral targets, setting strategies to meet them by working closely with Manager and Team Leader. Achieve a minimum of 100% of referral targets each month ensuring that each enquiry is entered into Prosper. P a g e 4

5 Increase members knowledge of their membership through provision of Credit Union SA s products & services consistent with values of cross sell, upsell and retention targets. Ensuring 100% of member follow ups are actioned by end of each week. Follow up members in a timely manner and proactively assess their needs to enhance their membership with Credit Union SA. Record all interactions in Propser and other systems as required. P a g e 5

6 Role Priority 3 Behavioural Guidelines Evidence Metrics Skills Take ownership of day to day operational processes & ensure compliance with policy, procedures & legislative requirements. (20%) Maintain up to date knowledge of all Credit Union SA s policies, procedures & legislative requirements. Process applications, transactions and instructions from members either face to face, by phone or any digital channel with the highest level of accuracy and professionalism. During DTT meetings (or schedule time) complete any allocated training. Quality checks and request manager entries reflect high levels of data entry and minimal error rate. Analytical skills Attention to detail Communication Time Management Complete and process forms and Request Manager entries that are relevant to members queries, with accuracy and in a timely manner. Feedback loops from other departments for improvement opportunities acted upon. Observations by Team Leader Maintain member relationships by completing all member follow ups and in line with Prosper policy. Effectively using Outlook Calendar and/or diary to manage tasks and time efficiently. P a g e 6

7 Role Priority 4 Behavioural Guidelines Evidence Metrics Skills Deepen member relationships by exploring opportunities for other Credit Union SA products and services. 10% Gain agreement on the cross sell need and deliver on next steps to close the opportunity Minimum of 1 additional product/ service sale or follow up recorded in Prosper Call planning Questioning skills, Ability to link product/services, features & benefits to customer emotional needs Deepen the relationship by offering the member ongoing support and asking for referral business Minimum of one additional product/service referral or follow up recorded in Prosper. Closing assertiveness, urgency, negotiation Empathy, rapport & relationship building & influencing Participate in outbound call plan utilising call report or other lists as provided and identify possible cross sell product opportunities Record follow up of outbound call conversations in Prosper As per each call plan outbound member conversations as required Open the cross sell conversation in a values based way Explore opportunity for additional product or service opportunities per member (unless fully serviced by CUSA) P a g e 7

8 Role Priority 5 Behavioural Guidelines Evidence Metrics Skills Work collaboratively and contribute to building a supportive and high performance environment. (10%) Ensure expectations of adherence to rosters and start times are met. Contribute to success through active participation in meetings, demonstrated by sharing ideas knowledge and experience Cisco log in/log out reports used to demonstrate adherence times and reflect punctuality. Maximum expectation for after call work is 1 hour per day Feedback from Manager in Performance Diaries and meeting minutes supports contribution / process improvement efforts Time Management Communication Idea generation/creative Thinking Problem Solving Relationship Building Identify skills gaps and learning opportunities Offer ideas to improve processes and systems as part of the team As appropriate, establish, implement and participate in a structured interdepartment meeting (quarterly). Demonstrate supportive communication & build relationships with internal and external clients Participate in scheduled training sessions and during DTT meetings. Take personal responsibility for bridging knowledge gaps and improving skills across the Credit Union s products and services. Follow through on personal skills and study plan. Staff to take leadership role at selected DTTs. P a g e 8

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10 Credit Union SA Ltd ABN AFSL/Australian Credit Licence Number King William Street Adelaide SA 5000 Online FRM_H P a g e 10