Team Leader: Customer Service (Candidates with disabilities only)
PNet (Pty) Ltd
8d ago

Customer service

  • Complete all compliance training within laid down timelines.
  • Provides effective and efficient service to customers.
  • Processes Automated Teller Machine (ATM) cards and MasterCard according to laid down procedures as stipulated in the Group Reference Guide (GRG).
  • Processes Stop Payments and Stop Orders according to laid down procedures as stipulated in GRG.
  • Processes customer’s request for Bank cheques according to laid down procedures as stipulated in GRG.
  • Processes fixed savings transactions for walk in customers according to laid down procedures as stipulated in GRG.
  • Demonstrates Self-Service Banking to customers.
  • Assists customers to register for Internet Banking, Telephone Banking, Cellphone Banking.
  • Assists customers with ATMs if required.
  • Refer funeral plan queries to Standard Bank Insurance Brokers (SBIB) in order to resolve.
  • Amends information on funeral plans as requested by customers.
  • Utilises other Channels to resolve queries (e.g VAF, card Division and Home Loans).
  • Prepares customer welcome pack.
  • Processes value transactions for customers according to laid down procedures as stipulated in GRG.
  • Ensures that there is a sufficient number staff in place to meet the fluctuating demands of customers by effectively interpreting and actioning the data provided by the Branch Scheduling Tool (BST).
  • Maintains and updates all administration pertaining to the BST.
  • Updates, edits and publishes schedules drawn from BST.
  • Produces Quest requisition based on BST schedules.
  • Ensures workload fit target is achieved.
  • Manages work list queues to ensure items are actioned within agreed timelines, and / or re-assign staff to different queues to ensure work completed within agreed timelines
  • Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff / teams
  • Monitors and manages the performance of team members, as it relates to Leads, Queries and Complaints management.
  • Coaches staff on the required behaviours to support the Customer1st system.
  • Compliance and risk management

  • Ensures that all routine controls relative to the service area are applied effectively to ensure risks are minimised.
  • Ensures compliance with agreed levels of authority and levels of access to systems and info, all applicable laws and regulations and Group policies and procedures.
  • Monitors and controls risks and recommends revision of controls where appropriate.
  • Maintains a culture within the service team that emphasises and demonstrates the importance of internal controls to all staff.
  • Ensures that all preventative measures are utilised to avoid fraudulent transactions.
  • Administrates and co-ordinates relevant fraud investigations and losses
  • Provide detailed information pertaining to losses to the FRLM (Fraud Risk and Loss Management, now known as Financial Crime Control) or IPC (Integrated Processing Centre).
  • Ensures that irregularities identified by Risk Assurance and Internal Audit have been attended to according to laid-down procedures in GRG.
  • Ensures that Financial Intelligence Centre Act (FICA) documentation and accountholder records are collated and forwarded to Sales Support for further actioning.
  • Deals with subpoenas according to laid down procedures by providing relevant parties with required documentation.
  • Reactive selling

  • Identifies migration opportunities and sells products / services reactively.
  • 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.
  • Participates in tactical sales / marketing activities as required.
  • 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.
  • System Access Administration

  • Assigns users to the organisation structure.
  • Adds / removes user access.
  • Re-sets passwords.
  • Logs Team Track requests for all hardware and telephony related problems.
  • Loads users to the Multi Function Device (MFD) system.
  • People management

  • Responsible for inspiring, motivating, leading and managing the team.
  • Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
  • Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
  • Ensures skills assessments and competency-based training takes place as and when required.
  • Ensure 100% compliance training to be completed by all staff.
  • Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
  • Creates an environment in which learning and development are emphasised and valued.
  • Takes personal responsibility for coaching and mentoring others.
  • Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
  • Promotes a culture where the values of the Bank are seen to be alive’
  • Ensures the implementation of the leadership promise and employee engagement programme.
  • Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
  • Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
  • Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-
  • year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.

  • Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
  • Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
  • Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.
  • Matric
  • Institute of Bankers or related qualification is an advantage
  • You must complete one of the Qualifications listed on the FSB recognised list within the allocated time.

  • 2 3 years’ branch banking experience, with exposure to telling, enquiries and service.
  • Must have relevant intermediary experience in respect of the FAIS product subcategories applicable to this role.

    Salary negotiable

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