Customer Liaison Officer at Standard Bank Group

Job Description

• To deliver a consistently professional and welcoming branch experience by acting as the first point of contact for customers, accurately identifying needs, directing customers to the appropriate service channel or banker, resolving routine service requests, and supporting seamless customer flow while adhering to all risk, compliance, and ethical standards.

Key Responsibilities:

• Deliver an exceptional first point of contact experience by professionally welcoming customers, understanding their needs, and creating a positive and efficient branch environment.
• Accurately assess customer requirements and direct customers to the appropriate banker, specialist, or service channel to ensure effective and timely resolution.
• Proactively manage customer flow within the banking hall, intervening early with dissatisfied or vulnerable customers to prevent escalation and protect the customer experience.
• Resolve routine customer service requests and enquiries efficiently, ensuring accurate capturing, tracking, and follow-up within agreed service timelines.
• Identify customer migration and cross-sell opportunities during service interactions and ensure all leads are logged correctly and transparently in the presence of the customer.

Qualifications

• National Certificate in Banking (NQF Level 5), FAIS-recognised, or a higher relevant banking or financial services qualification.

Experience Required:

• Minimum of 1 to 2 years’ experience in a branch banking, frontline customer service, or client liaison role within a financial services environment.
• Demonstrated experience in handling customer enquiries, service requests, and complaints with professionalism, empathy, and a strong service mindset.
• Proven ability to work with core banking systems and digital platforms, including accurate capturing of customer information and service history.
• Exposure to identifying customer needs and supporting product migration, referrals, or service optimisation in line with business objectives.
• Sound experience in operating within strict compliance, risk, and governance frameworks while maintaining a high standard of customer care.

Additional Information

Behavioural Competencies:

• Documenting Facts and Interpreting Data
• Embracing Change and Thinking Positively
• Following Procedures and Upholding Standards
• Interacting with People and Team Working
• Managing Tasks and Meeting Timescales
• Producing Output and Showing Composure

Technical Competencies:

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