Service Consultant 110 hours-Standard Bank

Job Status: Active âś“

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Job TypeFull 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 meet and exceed customers’ expectations by providing them with the appropriate and efficient branch service.
To ensure efficient and effective product/service transactions.
To identify and act on cross selling opportunities when dealing with customers.
To maintain a high level of integrity and ethical standards

Key Responsibilities/Accountabilities

Customer Service
Complete all compliance training within laid down timelines.
Attends to MasterCard and Automated Teller Machine (ATM) queries and duties according to laid-down policies and procedures as stipulated in the Group Reference Guide (GRG).
Issues Automated Teller Machine (ATM) cards and Personal Identification Number (PIN) codes.
Attends to linking/de-linking of accounts to ATM and MasterCard card for walk in customers.
Orders Replacement credit cards form the Card Division and advise the customer of the turnaround times pertaining to the delivery of these cards.
Increases/decreases limits on MasterCard card as requested by customers.
Loads card transactional limits and beneficiaries to cards for Electronic Account Payments (EAP).
Attends Stop payments and Stop orders according to laid down processes and procedures as stipulated in GRG by processing Stop payment and Stop order instructions and completing payment disputed debit order forms for customers.
Marks cheques Good for Funds/Bank Cheques according to laid down policies and procedures as stipulated in GRG.(If applicable)
Processes E-plan fixed savings transactions for walk in customers according to laid down policies and procedures as stipulated in GRG.
Assists customers with self service banking by providing demonstrations and assisting customers with Internet, Telephone and Cellphone Banking.
Processes the transferring, amending and closing of accounts according to laid-down policies and procedures as stipulated on GRG.
Attends to administration pertaining to investment accounts (i.e. possible leads, notice withdrawals, early repayments, unit trusts, re-investments, interest rate queries, matured investments, etc).
Refers customer’s home loan queries to the relevant department.
Refer customer’s funeral plan queries to Standard Bank Insurance for resolving.
Amends information on funeral plan as and when requested by customers.
Refers customer’s Vehicle and Asset finance queries to the relevant department for resolving.
Notifies customer that welcome pack is available for collection.
Hands out customer welcome pack received from Direct Channel Support.
Process value transactions for walk-in customers according to laid-down procedures as stipulated in GRG.
Action branch queries.
Recaptures Home Loans applications.
Actions Police requests.
Re-instatement of cards.
Action Stanlib repurchase request.
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.
Risk and Compliance Management
Completes disclosure to the customers in terms of accreditation, service fees, and commission.
Ensures proper record keeping in terms of the Financial Advisory and Intermediary Services (FAIS) and Financial Intelligence Centre Act requirements.
Ensures that all the required controls are in place to minimise the risks associated with processes performed in the service consulting area.
Deals with all walk in customer fraud claims and queries.
Reactive selling
Identifies migration opportunities and sells products/services reactively.
Identifies cross-selling/migration opportunities and selling of products/services reactively.
Completes sales and lead generation tracking forms on a daily basis.
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.
Attends to all other interviews pertaining to customers request for additional services or advice.
Attends to walk-in customer queries for both the Middle and SE Markets.
Attends to pricing queries on transactional accounts.
Attends to conversion of pricing options.
Attends to overdraft queries.
Attends to signing authority arrangements.
Attends to requests for Statements on Transaction accounts.
Assists customers with funeral plan claims.

Preferred Qualification and Experience

Matric / Grade 12
FAIS / FSB recognised qualification (Minimum NQF 5 )
2 – 3 years’ branch banking experience with exposure to customer service.
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.
Knowledge of the new Delivery System as it relates to enquiries.
Basic knowledge of the functions of the various departments within the branch.
Sound knowledge of Signing Arrangements for Companies.
Understanding the difference between First Call Resolution and Second Call Resolution for Business queries.
Attendance of relevant SBSA training courses, e.g. products, communication, sales skills.
Knowledge of the Financial Advisory and Intermediary Services Act.
Qualifications and experience as determined by the “Fit and Proper Requirements” of the Financial Advisory and Intermediary Services Act.
Understanding and support of the bank’s multi-channel environment.

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