Officer, Client Service

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area (e.g. Network, subscriber billing, development). Responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address, and therefore can be the first point of escalation for clients and frontline staff. To provide a branch reception function by identifying the customer's needs, recording, monitoring and allocating the customer to the appropriate area for assistance whilst maintaining a high level of integrity and ethical standards.

Job Responsibilities

• Attend to telephonic queries regarding cheque books.
• Receive and handle ATM cards according to laid-down policies and procedures and perform daily balancing of ATM cards in conjunction with the Asset Custodian.
• Issue off-cycle statements at customer’s instance and take charges as appropriate and keep records of all source instructions from customers.
• Identify cross-selling and migration opportunities and sell products/services reactively and participate in tactical sales/marketing activities as required.
•  Attend to the posting of all value transactions within own level of authority and advice Team Leader Frontline Support to verify all value transactions posted.
• Process instructions for Cash Transfers (CT) according to laid-down policy, complete Customer Complaints Register and obtain source documents where applicable and log completed Customer Complaints on the appropriate Remedy Application on daily basis.

• Minimum of First Degree

Experience Required

• 1-2 years experience in Branch banking and administrative experience, exposure to enquiries and query management.

Behavioural Competencies:

• Documenting Facts
• Embracing Change
• Following Procedures
• Team Working
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Banking Process & Procedures
• Client Servicing
• Customer Reception and Channelling
• Product Knowledge (Consumer Banking)