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  • Posted: Apr 19, 2021
    Deadline: Not specified
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  • Lets find opportunities together. Lets get it done. As a subsidiary of The Bidvest Group Limited, were an entrepreneurial bank that seeks out the opportunities and market gaps which traditional banking often ignores. By being flexible and nimble, were able to service our customers better than anyone else. How? We understand that no two individuals are ali...
    Read more about this company

     

    Retail Administrator

    PRIMARY PURPOSE

    • Checking documents and Processing Foreign Payments inwards and outwards Telegraphic Transfer (TT) that include our alliance FinGlobal payments (Immigration ) and TOC ( Treasury Outsource Company ).

    Inwards

    • Advising Clients of inward funds where applicable
    • Place funds into clients' accounts - CFC and FCA accounts
    • Reporting into Jarvis system -Reserve Bank reporting Cost saving & revenue initiatives
    • Pursue potential cost saving / revenue enhancement initiatives for the Bank where applicable

    CUSTOMER CENTRICITY
    Key Performance Area (KPA)

    • Payments for foreign investments and Immigrations
    • Conform to Regulations and procedures applicable for various currencies and Countries
    • Ensure that Nostro has provided confirmation of all incoming funds
    • Capture one day ahead of time to cater for time differences for outward payments
    • Ensure compliance is adhere to that will include reporting any payment which is not fit for processing to Exchange Control where applicable

    Key Performance Indicator (KPI)

    • Ensure funding is in place prior processing the payments
    • Ensure that all deals that are not fit for processing for outwards are logged on time as per the procedure
    • Ensure the incoming funds report is check and placed as per the sight of funds report from Nostro Department
    • Ensure that the correct Nostro is selected on GPO before placing the funds into the client account if no conversion as per the process
    • Retail operations audits

    Customer Service and Daily Operations

    • Ensure that there are no high-risk findings in retail operations processes
    • Implement internal audit recommendations

    General Administration

    • Daily communication for all pending outward payments are logged on time as per the procedure
    • Assistance with general office administration, letters, telephonic communications, emails, filing, data capturing

    OPERATIONAL EXCELLENCE
    Key Performance Area (KPA)

    • Ensure all payment are reported as per Exchange Control ruling
    • Process management

    Key Performance Indicator (KPI)

    • Improve processes, turnaround times and controls within the Retail operations area
    • Prioritize payments - 2-day turnaround time
    • Implementation of controls to mitigate process weakness,
    • Escalate queries or inconsistencies to the Supervisor
    • EVO TT Payments

    Reporting

    • Educate Branches and other Stakeholders on process and procedures for payments as whole where needed
    • Ensure the payment hub (Sybrin SES) repair queue is clean all the times
    • Due diligence checks in Sybrin repair queue -duplicate transactions and high-Risk hit are investigated and referred if required

    LEARNING AND GROWTH
    Key Performance Area (KPA)
    Key Performance Indicator (KPI)
    Training

    • Keeping abreast of own Development and ensure exposure is gained based on development areas

    REQUIREMENTS (What is required to perform the Essential Duties)

    • Minimum Ideal Qualifications
    • Matric
    • ACI Operations Certification

    Experience

    • Experience of Banking Industry
    • Knowledge, Skills and Abilities Required (Competencies & level of competencies)

    Minimum Ideal

    • Understand Retail payments processes and procedures and systems within the Bank
    • Due Diligence
    • Attention to detail
    • Financial acumen
    • Adherence to Internal Policies and Procedures
    • Good communication skills
    • Resourceful
    • Proficient in Bank systems
    • Proficient in Microsoft Office (Advanced Excel skills)

    WORKING CONDITIONS (office bound/on-site/travel)

    • Office Bound

    Desired Skills:

    • retail processes
    • Due Diligence
    • Attention to detail
    • Financial acumn
    • Good communication skills.
    • Rescourceful
    • Microsoft Office
    • Excel

    Desired Work Experience:

    • 2 to 5 years Banking
    • 2 to 5 years Retail

    Desired Qualification Level:

    • Grade 12 / Matric

    go to method of application »

    Call Center Agent

    PRIMARY PURPOSE

    • Responsible for handling Inbound calls and executing Outbound campaigns efficiently and effectively within predetermined Service Centre of Excellence processes and procedures for excellent customer service experience.

    CUSTOMER SERVICE (50%)
    Outputs to deliver this accountability:

    • Agree Efficiency performance matrix targets to deliver on a monthly basis with the Team Leader in line with volumes received in the Service Centre.
    • Meet the minimum Service Centre productivity requirements daily to ensure optimization of the Service Centre function.
    • Manage customer complaints and queries by logging on to the Service Centre CRM system and updating all relevant Service Centre systems as set out in the Service Centre Standard Operating Procedures document.
    • Use the appropriate Service Centre Call scripts and other tools available to verify customer for effective engagements in order to resolve the customer query timeously.
    • Acknowledge and resolve customer dissatisfaction at first point of contact wherever possible. When necessary, source the assistance of the Team Leader to support in resolving the dissatisfaction.
    • Ensure customer experience satisfaction is achieved and the retention of the right profile client is maintained by behaving in a professional manner in all instances.
    • Seek clarity from the customer to ensure comprehensive understanding of their needs and address these needs as effectively as possible, whilst minimizing any risk to the Bank.
    • Manage Western Union processes outside of normal operating hours
    • Ensure up to date knowledge of systems and updates including regulatory changes
    • Ensure any customer enquiries that are not First Call Resolution is escalated to relevant support Centre

    SERVICE CENTRE PROCESSESS AND GOVERNACE (25%)
    Outputs to deliver this accountability:

    • Respond promptly and efficiently to client e-mails and telephone calls and email correspondence in accordance with set quality standards and productivity requirements
    • Adhere to all Company Policies and Procedures as outlined in the Bidvest Bank Policy and procedures document.
    • Fulfil the requirements of and comply to all relevant Acts and Statutory requirements e.g. the National Credit Act
    • Identify fraudulent accounts and escalate these concerns to the Team Leader
    • Adhere to internal systems access control policies at all times and report any irregularities to the Team Leader or relevant party
    • Adhere to the internal code of conduct at all times and report any irregularities to the Team Leader or relevant party.
    • Contribute towards an audit rating of sufficient or better by compliance to internal processes, policies and procedures.
    • Timeously route all administrative work to the Administrative support team for processing according to the relevant process and procedures

    TEAM WORK (15%)
    Outputs to deliver this accountability:

    • Assist branch consultants telephonically and via e-mail on an on-going basis
    • Appreciate and respect all team members and Team Leaders as well as participate in celebrating team/ SBU successes
    • Display the Bidvest Bank Values with all team members and maintain a high level of professionalism
    • Communicate openly and honestly with team members and share knowledge and best practices on an ongoing basis.
    • Utilise the Team Leader, on an ongoing basis, as a coach to help improve current customer Service skills.
    • Actively support change initiatives within the team or larger SBU and suggest possible areas of improvement to the Team Leader as and when these are detected.
    • Encourage teamwork and assist other team members when able to do so.

    COMPLIANCE (10%)

    • Ensure the completion of ALL regulatory compulsory compliance tests and training applicable to the Service Centre within required timeframes.
    • Ensure FIAS complaint as per statutory requirement

    Qualifications

    • NQF Level 4: Grade 12
    • Certificate or working towards qualification

    Experience

    • Exposure in Banking Environment
    • 1 - 2 year/s relevant experience in a Customer Service Centre environment
    • Credit management diploma/certificate
    • Banking Diploma/Certificate in Banking or equivalent is preferred
    • Experience in a customer services/facing role

    Knowledge, Skills and Abilities Required (Competencies & level of competencies)

    • Basic computer literacy - MS Office, Excel
    • Excellent communication - able to follow the Service Centre scripts and calm irate customers down
    • Service Excellence - dealing with customers regarding potentially complex financial / emotional situations and ensuring that situations are effectively resolved to the benefit of the business and the customer without escalation to team leader
    • Target Driven - working within a fast paced, structured environment with a desire to exceed set targets and develop knowledge and skills within Service Centre
    • Team Player - offer support and advice to fellow team member
    • Exposure to the Service and (or) call center Environment
    • Interest in financial products and environment

    WORKING CONDITIONS (office bound/on-site/travel)

    • Office bound, works 24hrs including shifts 7 days a week - 365 days - night shift required. Flexible

    Desired Skills:

    • Excel
    • Call Center Agent
    • Call Centre
    • Customer Focus
    • banking
    • target driven
    • Call Center Services

    go to method of application »

    System and Workforce Administrator

    Primary Purpose

    • To be a system administrator for all systems utilised by management in Service Centre of Excellence to monitor adherence andperform scheduling of Service Centre of excellence agents. The incumbent will be responsible for day to day creation, building andassigning of campaigns to agent.
    • To take ownership and accountability for the effective and tactical executionof all campaign activities- Execute the bank strategy using the relevant SCE Systems- Monitor campaigns and ad hoc duties related to campaign lists from MI andstakeholders in the Service Centre environment- Implement, control and evaluate contactability strategies on the PredictiveDialer and interactive Electronic Communications (SMS, calls and Emails)with relevant stakeholders.- Creation of new system logins profiles for agents, team leaders and any newstakeholder in accordance with the systems policy- Compile and analyze results and making additional recommendations toenhance the results achieved by Service Centre e.g. Phone strategies,campaign strategies, dialer strategies, algorithms, forecasting, by utilizingEDW data.- Effectively execute and manage business campaigns- Support the design, deployment and integration of multiple contact strategychannels within the dialler strategy and execute such strategies in a test andlearn environment by advising the senior dialler manager on technology andcapacity challenges.- Analyze output data from the system and suggest ways of improvements toManagement- Implement process improvements to better support the more effective useof the dialler technology in the outbound and Inbound collections centre.
    • Share knowledge through empowerment by identifying continuous training needs forstaff on the knowledge of their front-end systems and utilisation thereof- Liaising with SCE Manager and team leaders daily, Weekly and Monthly systemirregularities and suggested ways of improvement- Ongoing communication to stakeholders regarding campaign execution and successrates- Daily, weekly and monthly feedback on agent, campaign and all performance basedon other mediums of communication (SMS and Virtual Agent) with the emphasis onhighlighting greatness, identifying areas of concern and initiating the need forchange where necessary.- Ensure consultative process of decision making in terms of amendments orimprovements to current processes or solutions including any initiatives.
    • Play a support role for any Service Centre an ongoing basis by suggesting best suitedcapacity based on demand volumes peaks and valleys on staffing requirements- Create a monthly schedule for all SCE agents highlighting shift patterns and required
    • taffing level per shift to ensure maximum operational efficiencies are achieved.- Manage the use of the Workforce Management tools to optimize outbound agentproductivity and report.- Responsible for the collation of staffing information to ensure optimization of dailycampaigns through best time to call Mode
    • Keeping abreast of Compliance (FICA and Finsurv) requirements- Knowledge of Banking products and systems

    Qualifications

    • Grade 12- Information Technology relatedqualification-
    • 2 Years' experience in Banking products
    • BCom Degree- Statistics
    • Structured Query Language (SQL)
    • SAS- Customer Interactions Management Tools (CIM)
    • Previous exposure to Information technology environment

    Experience

    • Data Analyst-
    • Data Mining-
    • EDW (Enterprise Data Warehouse)
    • System monitoring andadministration-
    • Telephony suites
    • Knowledge, Skills and Abilities Required (Competencies and level of competencies)
    • Excellent multitasking skills- Critical thinker and problem-solving skills- Team player- Good time-management skills- Great interpersonal and communication skills- Deciding and Initiating action- Attention to detail- Analytical- Ability to drive quality in an operations supportenvironment
    • The ideal candidate thrives on data, working collaborativelyand staying ahead of trends

    WORKING CONDITIONS (office bound/on-site/travel)

    • Office bound and flexible to provide support, work after hours and weekends when requiredThis role has a potential to be performed remotely when need arises

    Desired Skills:

    • System Administration
    • Data Analysis
    • Banking Products
    • SAS
    • CIM
    • IT Experience
    • Data Mining
    • EDW
    • Statistics
    • SQL
    • BCOM
    • Desired Work Experience:
    • 1 to 2 years Systems / Network Administration

    Desired Qualification Level:

    • Degree

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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