Elements and Performance Criteria
- Manage relationships with small business customers
- Contribution is made to the development of a service strategy for the small business customers
- Current usage patterns of the small businesses within the portfolio are analysed and effective service and product options are identified
- Databases to support the management of the portfolio are accessed and updated to ensure availability of consistent and accurate information
- Campaigns targeted to the small business portfolio are conducted in a manner which meets the organisation's standards and timeframes
- Reward and recognition strategies to build customer loyalty are developed and delivered to customers
- Provide service to a portfolio of small business customers
- The portfolio of small business customers is administered using the business rules and processes of the financial services organisation with services delivered to the standard specified for the small business customer segment
- Effective and personalised communications including telephone, email, mail or personal contacts are undertaken within the designated service standards of the institution
- Customer service needs that cannot be met within delegated authority are referred for resolution to the appropriate personnel within the organisation in a timely and effective manner
- Service delivery is coordinated and followed up to ensure customer satisfaction and to provide an effective and efficient single point of contact for customers within the portfolio
- Provide high level and tailored small business banking solutions and service
- The customers' business banking needs are ascertained and evaluated
- Products to manage the business cash flow are identified and rates negotiated, modelled and sold
- Products to support the financial transactions of the small business are identified, modelled and sold
- Products to support the borrowing needs of the small businesses are identified, modelled and sold
- Products to support the leasing needs of the small businesses are identified, modelled and sold
- Products to support the wealth management strategies and needs of the small business owners are identified, modelled and sold
- Banking services that assist with the efficient management and statutory reporting of small business are identified and implemented
- The resolution of service faults or concerns is coordinated
- Evaluate and report outcomes