Prestige Banker at Standard Bank Group

Job description

Job Purpose

• To provide efficient and effective financial services to Prestige Banking customers.
• To provide an appointment-based in-branch point of contact for all Prestige Banking customer.
• Communicates and explains the benefits of the Customer Value Proposition to the customers to the customer to optimise customer service and value to the Bank embed and promote the sales and service model.
• To ensure that the Prestige Banking customer’s banking needs are proactively identified and fulfilled efficiently and cost-effectively through Next Best Action (NBA).
• To maintain a high level of integrity and ethical standards.
• To deliver on the branch component of the Prestige Banking CVP.

Key Responsibilities/Accountabilities

Sales

• Plans, initiates and drives sales tactics (proactive cross selling for expansion) through NBA.
• Acquire and onboard new customers.
• Proactively identifies migration and conversion opportunities.
• Ensures that targets and budgets are met.
• Follows the on boarding process for new accounts and accounts that have been transferred in
• Encourages activation of these accounts and pro-actively offers clients Debt Order and salary switching.
• Ensures the consistent use of the Next Best Action (NBA) system and fulfilment of sale on the applicable system.
• Appointment based sales.
• Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
• Identifies and actions opportunities for cross- and up-sell.
• Ensures accurate capture, updates or amendments of customer information and history notes.

Portfolio Management

• Manages sales, customers and update marketing indicators.
• Manage the portfolio through cross sell:
• At onboarding – face to face for NTB
• At Migration
• To the existing base
• Identifies opportunities for personal financial options to ensure that customer retention is maintained by the value added service resulting in growth and profitability of portfolio.
• Entrench customers by cross selling.
• Attends to all relevant interviews pertaining to the customer’s portfolio, including requests for additional financial services eg. Student Loan, VAF, Home Loans and SBIS.
• Ensures that all NTB and migration customers are linked to an Account Executive (AE) number.
• Ensures migration from the Prestige Banking portfolio into Private Banking.
• Ensures all sales are linked to an AE number.
• Retention:
• Activate accounts in accordance with activation rules.
• Offer debit order and salary switching.

Customer Service

• Complete all compliance training within laid down timelines.
• Promotes the use of Banking electronic channels (My updates, Cellphone, Internet).
• Meet the current CEM score.
• Delivers Service excellence through practising the Customer Experience Guidelines and Service One pager
• Ensures the effective use of NBA to enhance the relationship with customer.
• Conducts contact management by making 2 calls to the customer per year.
• Performs 7-day welcome call to customers.
• Performs know your customer (KYC) verification on customer request.
• Ensure the prompt capturing of Customer1st queries. Communicate the reference number and expected Service Level Agreement (SLA) to the client.
• Prepares account holder records and new mandates for signature.
• Opens new account on New Delivery System (NDS) according to laid down procedures as stipulated in Group Reference Guide (GRG).
• Loads all the relevant limits, Electronic account payments, link accounts and the market segments and portfolios.
• Issues Automated Teller Machine (ATM) cheque and credit cards and links the ATM cards.
• Notifies customers once accounts have been approved or declined.
• Ensures the capturing of confirmation of employment details via the Customer 1 st system when required.
• Completes all necessary documentation during the account origination and ensures accuracy before handing them over for fulfilment.
• Conducts all duties pertaining to the transferring of accounts to and from other branches according to laid down procedures as stipulated in the Group Reference Guide (GRG).
• Amending of customer’s accounts according to laid down procedures as stipulated in GRG.
• Completes arbitrations as per laid down procedures as stipulated in GRG.
• Build awareness of self-service channels: Prestige Line, Email Unit, Smart App and Internet Banking.
• Perform onboarding for non-branch originated sales.
• Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.
• Ensures that service requests in personal work list are actioned within agreed timelines.

Credit Management

• Interviews customers and captures applications for secured and unsecured lending products.
• Obtains balance sheets from customers when required.
• Provides motivation on lending applications where necessary.
• Provides input into the referral report for actioning by the Account Analyst.
• Has overall accountability in terms of credit issues pertaining to the portfolio.
• Achievement of sales targets and service targets as per Prestige dashboard and goals document.
• Retention of satisfied, well informed customers as a result of efficient service.
• Achievement of Net Promoter Score (NPS)
• Regular proactive telephonic contact with customers via NBA.
• Positive Risk Assurance report findings – Positive KYC , FAIS and EDD
• Migration of customer to Direct Channels – Internet Banking, Mobile Banking, Prestige Line & Email Unit.
• Increased profits and contributions by selling the right products and services
• Migrate customer query resolution to alternate channels.
• Migration of non-value transactions to alternate channels.
• Acquisition and cross-sell.
• Effective change management and adoption of projects and initiatives
• Achievement of all migration targets.
• Number of queries and complaints logged effectively and correctly.
• Number of leads submitted resulting in a sales conversion.
• N umber of cross selling opportunities identified resulting in sales conversion.
• Number of leads logged in originating branch vs. sales conversion in concluding branch.
• Achievement of sales targets and service targets as per Prestige dashboard and goals document.
• Retention of satisfied, well informed customers as a result of efficient service.
• Achievement of Net Promoter Score (NPS).
• Regular proactive telephonic contact with customers via NBA.
• Positive Risk Assurance report findings – Positive KYC , FAIS and EDD.
• Migration of customer to Direct Channels – Internet Banking, Mobile Banking, Prestige Line & Email Unit.
• Increased profits and contributions by selling the right products and services.
• Migrate customer query resolution to alternate channels.
• Migration of non-value transactions to alternate channels.
• Acquisition and cross-sell.
• Effective change management and adoption of projects and initiatives.
• Achievement of all migration targets.
• Number of queries and complaints logged effectively and correctly.
• Number of leads submitted resulting in a sales conversion.
• Number of cross selling opportunities identified resulting in sales conversion.
• Number of leads logged in originating branch vs. sales conversion in concluding branch.

Preferred Qualification and Experience

• Matric
• Must complete one of the Qualifications listed on the FSB recognised list within the allocated time
• Must complete the RE 5 examination within the allocated time

Knowledge/Technical Skills/Expertise

Knowledge:

• Good knowledge of personal market products
• Customer relationship management.
• Good knowledge of product criteria and bank policy regarding appropriate pricing, charges and interest rates.
• Knowledge of the documentation related to personal market credit routine.
• Knowledge and understanding of credit behavioural scoring and application systems, the granting process and risk management principles.
• General knowledge and understanding of financial statements, including application of policies and principles for evaluation and management of the risk associated with lending.
• Knowledge of the Code of Banking Practice.
• Basic knowledge of competitor products.
• Basic knowledge of products sold elsewhere within the Group.
• Understanding and support of the bank’s multi-channel environment.

Experience

• 3 years branch banking experience, with exposure to customer service.
• Must have relevant intermediary experience in respect of the FAIS product subcategories applicable to this role.

Technical Competencies

• Computer literate
• Numerical skills
• Negotiation skills
• Good communication skills

Personal Competencies

• Has the need to focus on one task and complete it thoroughly.
• Easily assumes team identity.
• Structured and organised.
• Diligent, and conscientious.
• Perfectionist and systematic.
• Goal directed and persistent.
• Supportive and able to give recognition to others
• Contemplative, analytical and rational.
• Able to follow through and complete tasks.
• Pays attention to detail.
• Good social skills.
• Good mentoring and coaching skills
• Enjoys planning, organising and implementation.
• Enjoys working with numbers
• Ability to source, analyse and act on one’s knowledge of the customer.
• Ability to create and maintain quality customer interactions.
• Ability to elicit and appropriately act upon customer feedback.
• Ability to analyse a single source of customer information to assess potential customer needs.
• Ability to effectively communicate with customers via various channels and display knowledge of the entire bank value chain and how hand-offs work between business areas.
• Ability to generate deep customer insights through communication skills.
• Ability to operate within a service-focused environment.
• Ability to link offering and financial solutions knowledge to meet customer needs.
• Ability to identify and action opportunities for cross- and up-sell.
• Ability to display a customer service orientation (pro-active display of service, gives customer “more than what they want”).
• Ability to engage with customers in a mutually beneficial manner.