Current Vacancies at Access Bank

Requirements

Client Relationship Management:

• Serve as the primary point of contact for a portfolio of individual clients, providing personalized banking services.
• Build and maintain strong, long-term relationships with clients to ensure customer satisfaction and loyalty.
• Understand clients' financial needs and goals, offering tailored banking products and services to meet those needs.

Sales and Business Development:

• Proactively identify opportunities to expand the client portfolio through cross-selling and upselling consumer banking products.
• Achieve individual sales targets and contribute to the overall growth and profitability of the consumer banking division
• Develop and implement strategies to attract new clients, leveraging referrals, networking, and market research.

Product Knowledge and Advisory

• Provide expert advice on the bank’s full range of consumer banking products, including savings accounts, loans, credit cards, and investment options.
• Keep clients informed about new products, services, and promotions that may be of interest to them.
• Conduct regular reviews of clients’ financial situations and recommend appropriate banking solutions.

Customer Experience

• Ensure a superior customer experience by delivering high-quality service and addressing client inquiries and concerns promptly.
• Gather and analyze customer feedback to identify areas for improvement in service delivery and product offerings.
• Implement initiatives to enhance client engagement and satisfaction, ensuring a positive banking experience.

Risk and Compliance Management

• Ensure compliance with all relevant banking regulations, policies, and procedures.
• Conduct due diligence and risk assessments on client accounts, ensuring adherence to the bank’s risk management framework.
• Monitor and manage the creditworthiness of clients, taking proactive measures to mitigate potential risks

Collaboration and Teamwork

• Work closely with internal teams, including product development, credit risk, and operations, to deliver comprehensive banking solutions to clients.
• Share market insights and client feedback with colleagues to support the continuous improvement of products and services.
• Participate in team meetings, training sessions, and other collaborative activities to contribute to the success of the consumer banking division.

Academic Knowledge:

• Bachelor’s degree in business, Finance, Marketing, or a related field; a postgraduate qualification is an advantage.
• Must have RE5

Work Experience:

• Minimum of 3-5 years of experience in consumer banking, retail banking, or financial services.
• Proven track record of managing client relationships and achieving sales targets in a retail banking environment.
• Strong knowledge of consumer banking products and services, including loans, deposits, credit cards, and wealth management.
• Excellent interpersonal and communication skills, with the ability to build rapport with clients and colleagues.
• Knowledge of the South African banking landscape and regulatory environment is essential.

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Requirements

Linux Infrastructure

• Install, configure, and maintain Red Hat Enterprise Linux (RHEL) systems.
• Monitor system performance and ensure high availability of infrastructure.
• Troubleshoot and resolve complex system and application issues.
• Implement security measures and ensure compliance with industry standards.

Database Security

• Maintain documentation of system configurations, procedures, and troubleshooting steps
• Participate in capacity planning and performance tuning activities.

Database Backup & Recovery

• Develop and enhance automated processes to minimize downtime and improve performance.
• Collaborate with other IT teams to integrate Linux systems with Oracle databases and applications.

Business Planning/ Decision Making

• Provides input for short-term and long-term operational planning in respect of existing and emerging technology.

 Policies and Procedures

• Linux Policies and procedures.
• Patch/security update as per agreed business OLA
• Daily/Weekly and Monthly Reporting.
• Logging and resolving Helpdesk calls as per agreed business OLA.
• Vulnerability monitoring and remediation.
• Licensing management.

 Academic Knowledge:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Red Hat Certified Engineer (RHCE) certification.
• VMware added advantage
• Oracle added advantage

Work Experience:

• Minimum of 3 years of experience with installation, configuration, and administration of enterprise Linux distributions (Red Hat Enterprise Linux, Oracle Linux).
• Experience with scripting languages such as Bash, Python, and Ansible.
• Excellent problem-solving skills and ability to work under pressure.
• Strong knowledge of Linux system administration, virtualization, and cloud technologies.
• Familiarity with network security technologies and associated services.

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Reports to:

Senior Manager Customer Experience

Service Recovery:

• Initiate and lead service recovery efforts to resolve customer issues, ensuring a positive resolution and maintaining customer satisfaction.
• Monitor Customer satisfaction trends and feedback and ensure business is provided with insights for remedial actions.

Customer Interaction Management

• Assess the handling of customer interactions through various channels, including phone, email, and live chat, ensure timely and empathetic responses are provided to customer inquiries and concerns.
• Review Contact centre performance monthly, measuring performance against key KPI’s and provide a report to business on findings.

Root Cause Analysis

• Conduct thorough monthly analyses of customer complaints and feedback to identify underlying issues, collaborating with relevant for departments to address and rectify recurring problems.
• Review Monthly CSAT, Conduct Monthly Quality Assurance testing on contact centre calls to identify areas of improvement.

Process and Product Improvement

• Work closely with cross-functional teams to identify opportunities for process and product improvement and contribute to the development of customer-centric strategies.
• Conduct quarterly digital platform testing to address issues and opportunity for improvement.

Business Planning/Decision Making

• Regularly review and adapt the business plan to align with changing market conditions and internal dynamics.

Requirements

Academic Knowledge:

• Bachelor's degree in Business, Customer Service, or a related field.
• Certification in Customer Service or related field is a plus.

Work Experience:

• Minimum of 3 year's related experience in Total Quality Management; at least 5 years experience in a Bank/Financial Institution

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Reports to:

Manager: Business Support

CUSTOMER SERVICE

• Responsible for general customer experience in the business support: centralised onboarding team
• End-to-end capturing of onboarding requests, customer profile maintenance, data cleanup and offboarding of customers
• Ensure retention of existing client by providing excellent service
• Handle customer complaints quickly and effectively

OPERATIONAL EFFECTIVENESS

• Responsible for all maintenance on customer accounts, including customer records, mandates, UBO remediation, FICA etc.
• Perform all general admin duties as directed by the Manager: Business Support as per laid down procedures
• Ensure compliance with AML laws, regulations and guidelines.
• Keep up to date with the changes in AML regulations and implement necessary regulatory adjustments, once confirmed by the Compliance department
• Monitor financial transactions for suspicious activities.
• Perform KYC checks on the new and existing customers
• Conduct enhanced due diligence (EDD) for high-risk customers
• Assess risk associated to money laundering and recommend control measures.
• Promote awareness of AML regulations and compliance culture within the organization
• Provide relief support where needed in the business support: centralised onboarding team
• Assist with record safekeeping
• Plan and schedule work ahead of time
• Monitor and follow up on instructions given
• Keep superiors informed on matters needing their involvement
• Assist the Manager: Business Support in supervising and control of the routine running of the department in accordance with laid down processes and controls
• Involves staff in the organizing of work
• Understand and consistently apply the principles of risk management

Requirements

Academic Knowledge:

• Matric
• RE05

Work Experience:

• Minimum 3 years banking experience