Customer Information Consultant / Receptionist-Standard Bank

🗏Job Type

Full Time

Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfill our business objectives and build customer loyalty.


Job Purpose

To create a positive introduction for the customer by putting them at ease, identifying their specific requirements and then directing them to the appropriate department.
To identify the cause of bottlenecks and delays in the provision of efficient service and bring it to the attention of the department head immediately.


Key Responsibilities/Accountabilities

Customer Service
Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department.
Complete all compliance training within laid down timelines

Ensures that customers waiting to be assisted are attended to promptly.
Be aware of to any irate or unhappy customers and intervene immediately.
Ensures that regular demonstrations are held to explain the usage of electronic banking and other remote channels.
Ensures that correct and updated merchandise are being displayed and that obsolete merchandising has been filed or destroyed.
Ensures the necessary stationery is available to customers.
Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.
Ensures that service requests in personal work list are actioned within agreed timelines.

Maintenance of professional image
Ensures that the interlocking doors to the branch and the bullet proof glass on the teller and enquiry counters are clean/clear.
Ensures neatness and tidiness of banking hall.
Ensures that there is adequate lighting in the Banking hall.
Replaces globes that are not working have been replaced.
Ensure that the queue stanchion poles are properly aligned and in good repair.

Migration
Identifies potential customers who can be migrated to Self Service Banking.
Ensures that demonstrations are held to explain the usage of electronic banking and other remote channels, as and when necessary.
Attends to customers promptly and introduce customers to the various self-service banking channels.
Promotes the right channel to the right customer at the right time, matches customer needs with the appropriate channel/s.
Assists customers to register for the relevant channel/s.
Educates customers on how to use the channel/s of choice.
Demonstrates appropriate ways use the channel/s of choice.
Reports performance issues to the correct departments for resolving i.e. slow response times at Automated Teller Machines (ATM) &/or Internet Banking kiosks.

Reactive selling
Identifies migration opportunities and sells products/services reactively.
Participates in tactical sales/marketing activities as required.
Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
Identifies and actions opportunities for cross- and up-sell.
Ensures accurate capture, updates or amendments of customer information and history notes.

Multi-channel utilisation and servicing to sell
Conducts a needs analysis to identify customer needs in line with Financial Advisory and Intermediary Service act licence categories (FAIS)
Manages “cost of sales” through the utilisation of multi-channel delivery strategies.


Preferred Qualification and Experience

Matric.
Institute of Bankers or related qualification is an advantage
FAIS credits and RE5 essential
1– 2 years’ branch banking experience with exposure to customer service.


Knowledge/Technical Skills/Expertise

Sound knowledge of laid-down policies and procedures relating to customer service.
Excellent knowledge of Self Service Banking, (ATM’s, Internet, Telephone and Cell Phone Banking).
Sound knowledge of banking products/services and the procedures underpinning them.
Knowledge of the Code of Banking Practice.
Basic knowledge of the functions of the various departments within the branch.
Attendance of relevant SBSA training courses, e.g. products, communication, sales skills.
Knowledge of the Financial Advisory and Intermediary Services Act.
Understanding and support of the bank’s multi-channel environment.


Apply Here http://bit.ly/2I25vZE

Job id : , #71885, 482 views,

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