Service and Entrenchment Banker at Investec

Description

• The Service and Entrenchment Banker is responsible for day-to-day servicing, client relationship management, and proactive entrenchment within the existing base of Affluent clients. The role ensures seamless client experience, deepening product penetration, cross-selling opportunities, and driving operational excellence across all service touch-points.

Key Responsibilities

Sales Management

• Marketing and sales of all Private Banking products as per budget, requires in-depth knowledge and understanding of the Banking products and broader Private Bank Client Value proposition.
• Meeting specified targets per activity (including Lending, Treasury, Forex, etc)
• Driving proactive client contact and managing client expectations.

Client Service & Relationship Management

• Serve as the central point of contact for all existing client needs and service requests.
• Provide high-quality, responsive, and professional service across all touch-points.
• Proactively contact clients to understand needs, resolve issues, and drive entrenchment.
• Drive high Client Experience Measures and first-contact resolution metrics.
• Retain clients by delivering exceptional service and reducing account closures.
• Maintain updated client information (personal details, passion points, employer, marital status, beneficiaries, etc.).

Entrenchment & Cross-Selling

• Cross-sell the full Investec Private Banking product offering to deepen relationships.
• Increase product-per-client ratios and contribute to Rewards tier uplift (PAU, Rewards levels movement).
• Identify and act on wallet-share opportunities by mining existing client data.
• Partner with Financial Advisory teams (Insure & Invest) for relevant client opportunities.
• Drive digital adoption (App & Online Banking).

Operational Excellence & Administration

• Execute all product applications and service tasks with accuracy and within SLA.
• Ensure clean, accurate data quality on all systems (KYC/AML, client information, Basel ratings).
• Manage task turnaround times (STP, rejected tasks, processing accuracy).
• Draft and process documentation where required (loan agreements, guarantees, new product onboarding).
• Participate in UAT, forums, and operational improvement projects.

Stakeholder & Cross-Functional Engagement

• Collaborate with BET teams, Credit, Treasury, Wealth & Investment, Capital Markets and other internal teams.
• Act as an enabler by coordinating solutions for clients across the Investec Group.
• Support Sales & Growth Bankers during client handovers or onboarding transitions.

Qualifications, Experience and Skills

• 3+ years financial services experience, preferably in client service, operations, or banking.
• Strong operational understanding, including deal implementation processes.
• High service orientation with ability to manage complex client needs.
• Strong analytics skills and ability to interpret client data for entrenchment opportunities.
• Excellent communication, relationship building, and problem-solving skills.
• BCom Degree preferred (Accounting I/II or BCom Law).
• High attention to detail and strong administrative discipline.
• Passion for client service with a “can-do” mindset.
• Comfortable in a fast-paced, high-volume environment.
• Tenacious, curious, entrepreneurial thinker.