Supervise and direct DSRs to improve productivity and achieve set targets.
Acquire new business through the DSR channel in order to grow the balance sheet.
Carry out coaching sessions with staff to ensure consistency in application of assessment standards
Conduct regular performance appraisals for direct reports.
Identify opportunities for cross-selling interactions.
Increase customer retention by engaging customers through the customer journey from account opening to dormancy and maintaining records of the same.
Support Relationship managers with customer research for business growth and customer value chain analysis for problem resolution.
Assess training needs on an ongoing basis and conduct department meetings and training as necessary.
Promote the use of the escalation matrix to resolve complaints / disputes within dfcu Bank
Comply with the internal bank process for client identification
Drive policy adherence ie Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulation