Call Centre Intern

Core Competencies

The following Core competencies are the skills, knowledge and behaviours expected of an employee at Standard Investment Bank:

• Maximizing Resources – Builds and leverages infrastructure, knowledge and networks
  
• Empowerment – Empowers customers, employees, shareholders and society
  
• Care and Protection – Demonstrates care and protection to customers, employees, shareholders and society
  
• Communication Skills – Communicates proactively, clearly, timely, consistently, completely and professionally – in written and oral forms to both internal and customers
  
• Initiative & Confidence – Generates and shares new ideas that add value to SIB and looks at different ways to solve problems and address difficulties
  
• Teamwork – Contributes fully to team effort and plays an integral part in the smooth running of teams without necessarily taking the lead
  
• Sector Acumen – Has a good understanding of the sector environment and the impact their behaviour has on co-employees, service delivery to customers and SIB’s reputation
  
• Respect – Treats colleagues and customers in a manner which demonstrates integrity, honesty, fairness and value for other people’s time
  

• Customer Interaction:
  • Handle incoming calls from clients with professionalism, addressing inquiries, and providing accurate information regarding banking and investment products.
    
  • Assist clients in navigating online platforms, processing transactions, and resolving account-related issues.
    
• Operational Gap Analysis:
  • Conduct regular reviews of existing call centre systems and processes to identify potential operational gaps and inefficiencies.
    
  • Collaborate with cross-functional teams to implement improvements and streamline procedures for enhanced customer service.
    
• Documentation and Reporting:
  • Maintain detailed records of customer interactions, ensuring accuracy and compliance with investment banking regulations.
    
  • Generate reports on operational performance, highlighting areas of improvement and presenting recommendations to management.
    
• Training and Development:
  • Participate in training programs for call centre staff to ensure a consistent and high standard of customer service.
    
  • Contribute insights to the development of training materials, focusing on addressing identified operational gaps.
    
• Continuous Improvement:
  • Stay informed about industry trends, regulatory changes, and emerging technologies to propose innovative solutions for enhancing call centre operations.
    
  • Actively participate in team meetings to discuss challenges, share best practices, and contribute to a culture of continuous improvement.