Job Description

Qualifications and Skills:

• Relevant FAIS Qualification
• 1 - 2 years experience in Personal and Business Banking.
• Previous experience in branch banking or contact centre environment with good understanding of bank processes, policies and products.

Duties and Responsibilities:

• Engages with customers in order to understand what matters to the customer and deliver against those demands.
• Drives customer service excellence in order to add value and contribute to the overall profitability of the branch.
• Uses data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand.
• Validates the customer’s regulatory status (e.g., KYC, POPI, etc.).
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons.
• Deals with customer enquiries, ranging from product questions, customer account activities, RCPs, Credit Cards and Overdrafts.
• Links de-links accounts to Cards according to laid down procedures.
• Orders replacement credit / debit cards from Card Division upon customer request.
• Attends to limit increases or decreases of Master Card limits, as per customer demand.
• Processes fixed savings account transactions.
• Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment).
• Amends EAP beneficiaries.
• Processes value and non-value transactions.
• Processes transactional limits on ATM / credit cards.
• Ensures that all new service requests (queries and complaints) are logged correctly.
• Ensures that service requests in personal work list are actioned within agreed timelines.
• Educates customers on self-service / IVR functionality (e.g., PIN over IVR).
• Issues cheque books, cards and Personal Identification Number (PIN) codes.
• Attends to requests and provides Collect statements to customers.
• Issues deposit books to customers.
• Issues unpaid cheques for collection when customers call to collect.
• Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures and ensures business processes are followed to ensure the customer receives this in writing.
• Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.).
• Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities.
• Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation.