As one of the oldest and most successful financial institutions in the country, we’re always looking to hire dedicated, ambitious men and women to fill key future roles in our ever-
growing organisation. One of those roles is as a Consultant Frontline is responsible for offering excellent customer service by identifying the customer’s needs, assisting the customer in an efficient and effective manner and ensuring their queries are attended to.
Key Responsibilities / Accountabilities
As the Consultant Frontline, you will be responsible for :
offering excellent customer service by identifying our customers’ needs;
efficiently and effectively assisting the customer; and
referring the customer to the department or person who who can handle the query(s).
Preferred Qualification and Experience
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.
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.