new4 b8 - Bank Windhoek

MAGIC MOMENTS OF SERVICE
PERSONAL VALUES:
BUSINESS VALUES:
FRIENDLINESS
PROFESSIONALISM
“Consistently portray an attitude of warmth
“Always behave in an ethical manner, reflecting
and approachability in all we do.”
the highest level of competence and skill.”
HELPFULNESS
COMPETENCY
“Always be willing, able and enthusiastic
“Constantly maintain the highest
to assist without prejudice.”
levels of service, knowledge and skill.”
EMPATHY
EFFICIENCY
“Always be conscious and considerate
“Always deliver the desired result
of the emotional state of others.”
for all stakeholders.”
OUR SERVICE PROMISE:
“To exceed ALL service expectations at ALL times”
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2009
BANK WINDHOEK LIMITED ANNUAL REPORT
Bank Windhoek’s Corporate Banking Division, situated in Kasino Street, Windhoek.
EFFICIENCY AND COMPETENCY
Staff at Bank Windhoek’s Corporate Banking Division
(CBD) and International Banking Services (IBS) pride
themselves on the personal and professional manner
in which they deliver service to clients. A recent
request from a corporate client in Windhoek, and
the subsequent performance of these departments,
serve as evidence of their exceptional level of service delivery.
This Magic Moment of Service started when the CBD
received a call from the Treasury Department, informing them of a client in desperate need of assistance.
This immediately prompted representatives from the
CBD to make contact with the client and assure him
of the Bank’s willingness to offer help.
The client in question then called the CBD during
lunchtime and asked how soon Bank Windhoek could
issue him with a Guarantee by Bank and / or Import
Letter of Credit, as he was not sure exactly what
was required for issuing the commodity. The CBD
team offered to meet the client at his office to ascertain his exact requirements, which turned out to be
an Import Letter of Credit. They then informed IBS of
the urgent need who, in turn, put the Trade Services
team on standby to render support.
IBS next contacted the supplier to enquire what
exactly they required from the client, as well as what
the terms and conditions for the supply of the
commodity was. Once they had this information,
Trade Services commenced by wording the Letter of
Credit and preparing the necessary forms.
The CBD put the client in contact with IBS, who
proceeded by forwarding him the necessary documentation to sign and return to the Bank. Finally, the
Swift team ensured that the Letter of Credit was sent
out to the beneficiary’s bank within two hours and
before close of business as per the client’s request.
A true team effort ensued, with staff from Treasury,
International Banking Services and the Corporate
Banking Division all contributing their time and
expertise towards meeting the client’s deadline
and request. Their teamwork resulted in the client
receiving his Letter of Credit in the record time of
two hours.
By delivering the desired result for the client, while
maintaining the highest level of service knowledge
and skill, these staff members were able to exceed
the client’s service expectations and create a Magic
Moment of Service. This is an excellent example of
how our corporate values of teamwork and excellence have been combined with our service values
of efficiency and competency to illustrate how,
Together we do Better.
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MAGIC MOMENTS OF SERVICE continued
“Anyone in need of personal banking
services on a Friday afternoon at
17h30 surely knows that this is an
unattainable feat. However, for a
client of Bank Windhoek’s Corporate
Banking Division, who was in desperate need of assistance, service on a
Friday at 17h30 became a reality...”
HELPFULNESS, EMPATHY AND EFFICIENCY
Anyone in need of personal banking services on a
Friday afternoon at 17h30 surely knows that this
is an unattainable feat. However, for a client of
Bank Windhoek’s Corporate Banking Division, who
was in desperate need of assistance, service on a
Friday at 17h30 became a reality – one for which he
and his staff members were all too grateful.
On the day in question, the client contacted an account executive at the Corporate Banking Division
and informed him that he forgot to authorise his
staff salaries. To add to the client’s dilemma, his
Internet Banking e-secure token was in Windhoek
and he was already halfway to his farm.
Since the account executive knew the client well
and had over the years established a professional and
personal banking relationship with him, the account
executive accepted the client’s telephonic confirmation to allow a key staff member at the organisation
to access our Internet Banking system on his behalf.
The client's representative was then accompanied to
Bank Windhoek where the account executive disabled the client’s e-secure token, which allowed the
representative to authorise the staff salaries. Once
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the transaction was logged, the e-secure token was
reactivated and the client could enjoy the rest of his
weekend with peace of mind that his employees had
been paid.
The account executive’s willingness, ability and enthusiasm to go beyond the call of duty, demonstrated
commitment towards delivering the desired result
for the client and displayed true understanding and
empathy for the client’s dilemma.
2009
BANK WINDHOEK LIMITED ANNUAL REPORT
Melza October with the flowers she received for exceeding a client’s service expectations.
EMPATHY AND EFFICIENCY
Melza October is a staff member at Bank Windhoek’s
Property Finance Branch and responsible for doing
preparations on all new loan applications. One day,
Melza was confronted with a loan application that
seemed impossible to take through for approval.
and friendly service, especially her willingness to
listen, as that made all the difference.
This Magic Moment of Service saw Melza deliver the
desired result for the applicants, while being conscious and considerate of their emotional state.
However, instead of declining the application, Melza
contacted the applicants to gain further insight into
their situation and ascertain their ability to repay
the loan amount. She knew that the applicants were
in dire need of the loan and that they were confident in their repayment ability, which is why she
decided to investigate further.
Upon contacting the applicants, Melza discovered
that they did not disclose their full financial position
and indeed had the ability to repay the loan with
additional income and other bank accounts. Armed
with this information, Melza took the loan application through and it was subsequently approved.
The applicants were very impressed by how soon
their loan application received favourable consideration and how empathetic Melza was to their family
situation. They particularly highlighted her thorough
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MAGIC MOMENTS OF SERVICE continued
Lori Prinsloo and Corlia de Smit from Bank Windhoek’s Walvis Bay Agency once again assisting a client with friendly service.
HELPFULNESS, EMPATHY AND FRIENDLINESS
At Bank Windhoek, excellent service delivery is not
only reserved for our clients, as demonstrated by
Lori Prinsloo, an administrative support clerk, and
Corlia de Smith, an administrator, from our Walvis
Bay Agency. Lori and Corlia have, on two separate
occasions, gone out of their way to assist South
African residents with their banking problems while
they were on holiday or working in Namibia.
The first incident involved two South African businessmen and their badly damaged bank card. Although Lori would not have been able to assist
the men, even if their card was in one piece, she
nevertheless tried to think of alternative solutions
to the problem. After all alternatives were exhausted, Lori suggested that they tape the card together
and try to use it at an ATM. There wasn’t anything
more she could do, so she wished them well and
directed them to the nearest ATM.
Not much later, the two men returned to her desk
with smiles from ear to ear. The ATM accepted their
taped card, allowing them to draw money. They
offered Lori a reward for her friendly assistance,
which she politely refused as, according to her, she
was merely doing her job.
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The second Magic Moment of Service at the Walvis
Bay Branch occurred when Corlia was approached by
two vacationing South African residents. The elderly
couple had trouble making a withdrawal at any of
the commercial banks’ ATMs and desperately needed
cash to pay for their accommodation.
Corlia contacted their commercial bank in South
Africa whom, after checking the card, informed her
that the card showed no fault on their system and
that the client should try the card again the next
day. She asked the couple to make another attempt
in the morning and encouraged them to come back
to the branch if they still had trouble.
The following day the couple was back at Corlia’s
desk with the same problem. She again contacted
their bank in South Africa and was given the same
response as the day before. They found no problem
with the card and were unable to offer any further
assistance. Corlia then phoned the Bank Windhoek
Card Department in search of a solution. From there
she was directed to a MasterCard compatible commercial bank and, upon enquiry, learned that they
would be able to assist the couple in making a withdrawal over the counter. Corlia then directed the
couple to the bank and the contact person.
2009
BANK WINDHOEK LIMITED ANNUAL REPORT
The Pambili Association, situated at the Old Breweries complex, offers a variety of fashion and accessories, and hosts regular fashion
shows and workshops.
COMPETENCY AND PROFESSIONALISM
Within the hour, the couple was back and thanked
Corlia for her helpfulness and empathy. They were
able to withdraw money over the counter, pay for
their accommodation and enjoy the rest of their
holiday in Namibia.
Lori and Corlia truly demonstrated that they were
willing, able and enthusiastic to assist without prejudice and consistently portrayed an attitude of
warmth and approachability.
Bank Windhoek has since obtained full MasterCard
certification and is now an authorised MasterCard acquirer.
The Bank Windhoek Arts Festival has, since its establishment in 2003, forged 15 Smart Partnerships with
various organisations across Namibia. The Pambili
Association, formed by well-known fashion designer
and personality Melanie Harteveld Becker, is one such
partnership that has gone from strength to strength
and contributes tremendously towards the development of Art and the empowerment of artists.
Due to a change in their situation, Pambili recently
faced a crossroad that required them to rethink their
business strategy, a process during which they required
some guidance. It is here that Riaan van Rooyen, Head
of Corporate Communication and Social Investment,
went over and above his call of duty by facilitating
a strategic planning session for the association. Riaan
has extensive experience in the formulation of business strategies and worked in industry as a consultant
for more than 20 years before joining Bank Windhoek.
During the facilitation session, Riaan took members of
Pambili through a strategic planning process and guided
them towards formulating the best way forward.
This Magic Moment of Service reflects the highest level
of competence, knowledge and skill.
49
MAGIC MOMENTS OF SERVICE continued
“Every business opportunity should
be seen as an opportunity for the
delivery of excellent service, as it
might well be the differentiating
factor when it comes to signing a
new client.”
PROFESSIONALISM, EFFICIENCY AND
COMPETENCY
A newspaper article sets the scene for this Magic
Moment of Service. Bank Windhoek’s Corporate
Banking Division took advantage of a media report claiming the expansion of a large organisation
to Namibia.
The Corporate Banking Division team made contact
with the organisation and requested an audience in
order to identify their banking requirements. Upon
referral to the holding company in South Africa, the
team set up a meeting and subsequently flew to the
organisation’s head office in South Africa.
They met with the potential clients, established their
needs and, once back in Namibia, submitted the
necessary applications. Within two weeks of their
initial meeting, the Corporate Banking Division team
contacted the client with positive feedback on the
Bank’s ability to accommodate their requirements.
The potential client responded with praise for Bank
Windhoek’s efficient and professional service delivery, as well as delivering the desired result for their
organisation. As a result, the potential client instructed the Division’s team to make the necessary arrangements for signing on with Bank Windhoek.
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The Corporate Banking Division hereby demonstrated
how every business opportunity should be seen as
an opportunity for the delivery of excellent service, as
it might well be the differentiating factor when it
comes to signing a new client.
2009
BANK WINDHOEK LIMITED ANNUAL REPORT
OUR SERVICE CHANNELS
Branch and ATM Network
Bank Windhoek is committed to providing affordable
and accessible banking services throughout Namibia.
Our footprint of representation points span the
width and breadth of the country with 50 branches
and agencies, 80 ATMs, 146 Cash Express Machines
and three Mobile ATMs. This extensive network
allows us to deliver the excellent service you have
come to expect from Bank Windhoek.
Our range of three Mobile ATMs and 146 Cash Express Machines allows you the convenience of having
access to banking services in unconventional places.
Our Mobile ATMs can be taken anywhere that has
cell phone coverage and are tracked by satellite to
ensure utmost safety.
Internet Banking
Our Internet Banking offers you the opportunity to
do most of your banking in the privacy of your own
home, office or wherever you have access to the
Internet. This will ensure that we maintain a relationship with you, wherever you choose to do your banking. Internet banking is an electronic banking service, available 24 hours a day, seven days a week
through the Internet and offers you, our valued
client, the convenience of being able to access your
bank accounts anytime, anywhere in the world where
you have Internet access. You can choose between
two components: Internet Banking (iBank) and Electronic Payments and Collections (EPaC).
Point-of-Sale Solution
As part of the final phase of the Namibian National
Payment System implementation, Bank Windhoek
established and implemented its own Namibian
Point-of-Sale (PoS) solution towards fulfilling the
Bank of Namibia’s localisation requirements. Subsequent to this localisation process, Bank Windhoek
has rolled out 600 PoS devices to merchants
across Namibia.
Bank Windhoek has also since obtained full
MasterCard and Visa certification and is now an
authorised acquirer for these two cards.
The benefits of Namibia having its own local PoS
clearing system are invaluable. One of the main
advantages is that our valued clients benefit
from readily available support and back-up service.
Further advantages extend to merchants who hold
Bank Windhoek accounts, as they now receive funds
on the same day the transaction takes place; as
well as to clients, who can see PoS transactions appear on their statements within a day.
CellPhone Banking
Bank Windhoek was the first bank in Namibia to
launch CellPhone Banking and introduce its clients
to a whole new era of banking services. CellPhone
Banking is another convenient service that we
provide to Bank Windhoek clients, which delivers
on our promise to provide innovative, accessible
and affordable banking products and channels to
all Namibians. There is no registration fee and no
monthly service fees are charged for using this
service. CellPhone Banking gives you increased
accessibility as it is compatible with all types of
cell phones and allows clients to do their banking
even when they are roaming in South Africa.
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BANK WINDHOEK DISTRIBUTION NETWORK
Oshikango
Nkurenkuru
Ongwediva
Oshakati
Eenhana
Outapi
Opuwo
Katima Mulilo
Rundu
Ondangwa
Tsumeb
Grootfontein
Kamanjab
Outjo
Otjiwarongo
Okakarara
Omaruru
Okahandja
Henties Bay
Arandis
Hosea Kutako
International
Airport
Windhoek
s
Swakopmund
Gobabis
Rehoboth
Walvis Bay
Aminius
Cellphone Banking
Coverage
Aranos
Stampriet
Mariental
Gochas
Koës
Lüderitz
Keetmanshoop
Karasburg
Oranjemund
Retail Branches
Branch Manager
Agencies/Community
Branches
Officer-in-Charge/
Branch Administrator
Katutura
Kudu
Maerua Mall
Edward (Mossie) Mostert
Joachim Tinschmann
Barry Stander
Fred Schumann
Sanlam Centre
Frikkie Viljoen
Windhoek
Bennie van Wyk
Khomas Grove
Eros
Prosperita
Rehoboth
//Ae//Gams
Wernhill
Auas Valley
Ashirwad
Edward (Mossie) Mostert
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Noordoewer
Joachim Tinschmann
Barry Stander
Johan Berry
David Nell
Bennie van Wyk
Frikkie Viljoen
Jan Venter
Regional Manager: North
Eugene Cupido
Amanda Goosen
Danie Louw
Regional Manager: South
Retail Branches
Branch Manager
Agencies/Community
Branches
Officer-in-Charge/
Branch Administrator
Aranos
Gobabis
Grootfontein
Karasburg
Katima Mulilo
Keetmanshoop
Renier Els
Eli Nel
Manus Naudé
Kobus van der Merwe
Johan Pretorius
Ebbi Mueller
Aminius
Chellen Katjiuanjo
Noordoewer
André Brandt
Mariental
Fanie Schoonbee
Okahandja
Omaruru
Ondangwa
Toera du Plessis
Pieter von Solms
Frikkie Louw
Oranjemund
Oshakati
Muckie du Plessis
Eugene Cupido
Otjiwarongo
Outjo
Rundu
Swakopmund
Sakkie van Zyl
Elna Pienaar
Anette Durand
Amanda Goosen
Tsumeb
Walvis Bay
Corporate Branches
Coastal
Northern
Wosman Hamukonda
Koës
Lüderitz
Gochas
Stampriet
Anfri Oosthuizen
Eenhana
Oshikango
Frieda Amuela
Suretha Damases
Ongwediva
Opuwo
Oshakati-North
Outapi
Okakarara
Kamanjab
Nkurenkuru
Arandis
Henties Bay
Michael Ndeuyeeka
Timoteus Iita
Lilly Steenkamp
Onno Mukulu
Mona-Lisa Kaapama
Kristofina Kauyuka
Ryan Clark
Elmarie Riekert
Johanna Strauss
Jans Stander
Walvis Bay
Corlia de Smith
Manager
Related Branch
Werner Thesen
Wosman Hamukonda
Jans Stander
2009
BANK WINDHOEK LIMITED ANNUAL REPORT
Walvis Bay
Oshakati
Werner Thesen
Johanna Strauss
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