Consultant: Frontline at Standard Bank Group

Job description

Job Details

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Consultant: Frontline to help us fulfil our business objectives and build customer loyalty.

Job Purpose

• To meet and exceed customers’ expectations by providing them with the appropriate and efficient branch service.
• To ensure efficient and effective product/service transactions.
• To identify and act on cross selling opportunities when dealing with customers.
• To maintain a high level of integrity and ethical standards.
• Customer Service

Key Responsibilities/Accountabilities

• Complete all compliance training within laid down timelines.
• To identify the cause of bottlenecks and delays in the provision of efficient service and bring it to the attention of the department head immediately.
• To create a positive introduction for the customer by putting them at ease, identifying their specific requirements and then directing them to the appropriate department.
• Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department.
• Ensures that customers waiting to be assisted are attended to promptly.
• Manage the queue lengths and redirect customers to the appropriated queue / channel.
• Monitors queue length and over time spent waiting to be assisted.
• Be aware of to any irate or unhappy customers and intervene immediately.
• Ensures that regular demonstrations are held to explain the usage of electronic banking and other remote channels.
• Ensures that correct and updated merchandise are being displayed and that obsolete merchandising has been filed or destroyed.
• Ensures the necessary stationery is available to customers.
• Attends to MasterCard and Automated Teller Machine (ATM) queries and duties according to laid-down policies and procedures as stipulated in the Group Reference Guide (GRG).
• Issues Automated Teller Machine (ATM) cards and Personal Identification Number (PIN) codes.
• Links /de-links accounts to ATM and MasterCard card for walk in customers.
• Orders Replacement credit cards form the Card Division and advise the customer of the turnaround times pertaining to the delivery of these cards.
• Increases/decreases limits on MasterCard card as requested by customers.
• Loads card transactional limits and beneficiaries to cards for Electronic Account Payments (EAP).
• Attends Stop payments and Stop orders according to laid down processes and procedures as stipulated in GRG by processing Stop payment and Stop order instructions and completing payment disputed debit order forms for customers.
• Marks cheques Good for Funds/Bank Cheques according to laid down policies and procedures as stipulated in GRG.
• Processes fixed savings transactions for walk in customers according to laid down policies and procedures as stipulated in GRG.
• Assists customers with self service banking by providing demonstrations and assisting customers with Internet, Telephone and Cellphone Banking.
• Processes the transferring, amending and closing of accounts according to laid-down policies and procedures as stipulated on GRG.
• Attends to administration pertaining to investment accounts (i.e. possible leads, notice withdrawals, early repayments, unit trusts, re-investments, interest rate queries, matured investments, etc).
• Refers customer’s home loan queries to the relevant department.
• Refer customer’s funeral plan queries to Standard Bank Insurance for resolving.
• Amends information on funeral plan as and when requested by customers.
• Refers customer’s Vehicle and Asset finance queries to the relevant department for resolving.
• Notifies customer that welcome pack is available for collection.
• Hands out customer welcome pack received from Direct Channel Support.
• Process value transactions for walk-in customers according to laid-down procedures as stipulated in GRG.
• Action branch queries.
• Recaptures Home Loans applications.
• Actions Police requests.
• Re-instatement of cards.
• Action Stanlib repurchase request.
• 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.
• Maintenance of professional image
• Ensures that the interlocking doors to the branch and the bullet proof glass on the teller and enquiry counters are clean/clear.
• Ensures neatness and tidiness of banking hall.
• Ensures that there is adequate lighting in the Banking hall.
• Replaces globes that are not working have been replaced.
• Ensure that the queue stanchion poles are properly aligned and in good repair.
• Risk And Compliance Management
• Completes disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensures proper record keeping in terms of the Financial Advisory and Intermediary Services (FAIS) and Financial Intelligence Centre Act requirements.
• Ensures that all the required controls are in place to minimise the risks associated with processes performed in the service consulting area.
• Deals with all walk in customer fraud claims and queries.
• Reactive selling
• Identifies migration opportunities and sells products/services reactively.
• Identifies cross-selling/migration opportunities and selling of products/services reactively.
• Completes sales and lead generation tracking forms on a daily basis.
• Participates in tactical sales/marketing activities as required.
• 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.

Routine

• Attends to all other interviews pertaining to customers request for additional services or advice.
• Attends to walk-in customer queries for both the Middle and SE Markets.
• Attends to pricing queries on transactional accounts.
• Attends to conversion of pricing options.
• Attends to overdraft queries.
• Attends to signing authority arrangements.
• Attends to requests for Statements on Transaction accounts.
• Assists customers with funeral plan claims.

Qualification

• Preferred Qualification and Experience
• Matric.
• Related business/marketing degree would be an advantage

Experience

• FAIS credits and RE5 essential
• 1 – 2 years’ branch banking experience with exposure to customer service.

Knowledge/Technical Skills/Expertise

• Sound knowledge of laid-down policies and procedures relating to customer service.
• Excellent knowledge of Self Service Banking, (ATM’s, Internet, Telephone and Cell Phone Banking).
• Sound knowledge of banking products/services and the procedures underpinning them.
• Knowledge of the Code of Banking Practice.
• Knowledge of the new Delivery System as it relates to enquiries.
• Basic knowledge of the functions of the various departments within the branch.
• Sound knowledge of Signing Arrangements for Companies.
• Understanding the difference between First Call Resolution and Second Call Resolution for Business queries.
• Attendance of relevant SBSA training courses, e.g. products, communication, sales skills.
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
• Understanding and support of the bank’s multi-channel environment.