Services Consultant Trade and Payments Client Services TPS Operations-Standard Bank
Job Status: Active ✓
|Job Type||Full Time|
Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
To provide accurate, timeous and client centric services for Trade Products (Letters of credit, Guarantees and Foreign Bills for Collection) and International Payments etc, by receiving, investigating, instructing and monitoring the resolution of client inquiries, requests, and complaints in line with prescribed policies and procedures, in order to maintain positive customer experience, retain customer satisfaction and minimise risk and losses to the bank.
Service clients with excellence
Comply with policies, procedures and processes
Receive and investigate client requests, inquiries, complaints
Escalate advanced matters immediately
Instruct resolution of client requests, inquiries, complaints
Maintain product knowledge
Maintain product knowledge
Identify client services trends
Continuously improve client service
Preferred Qualification and Experience
Bachelor's Degree in Commerce
Experience with spot transactions, forward exchange contracts, options, swaps, foreign currency accounts, Nostro and Vostro accounts, exchange rates, balance of payments, exchange control, Nostro/Vostro reconciliation, SWIFT concepts, trade finance, have knowledge and experience of Trade products (Letters of Credits – Standby/Commercial/Revolving, Open Accounts). Sanctions/compliance. Experience with all relevant publications governing Letters of Credit/Guarantees/ Foreign Bills for Collection such as International Standard Banking Practice, Uniform Customers and Practice for Documentary Credits, International Standby Practices, Uniform Rules for Bank – Bank Reimbursements, International Commercial Terms (Incoterms) and ensure correct application of these rules, Uniform Rules for Collections.
Experience in dealing with various stakeholders and managing their expectations. Demonstrated client services orientation with the ability to understand customer needs, resolve client queries and manage difficult and demanding customers is strongly preferred.
Experience Description: Demonstrated experience identifying and understanding risk (financial, reputational, regulatory, credit and documentary risks) as it relates to International Payments, Letters of Credit / Guarantees / Foreign Bills for collection etc and an understanding of the required reporting process is highly preferred.
Transactional Products & Services
Experience Description: Demonstrated experience identifying and understanding of International Payments and all Trade Products. Thorough understanding of TPS Operations processes and procedures, navigation of the various systems. Ability to understanding and navigate the TPS environment.
Attitude of Customer Experience
Handling Difficult Calls
Root Cause Analysis
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