Officer Frontline 110hrs
Stanbic IBTC Bank
Gauteng, South Africa
9d ago

Job Details

Retail & Business Banking

Job Purpose

  • To attend to customer queries efficiently and effectively.
  • To identify customer needs and, where necessary, refer to the correct department or migrate to more appropriate channels.
  • To understand and manage the risks associated with handing out and control of cash, chequebooks, transaction cards and customer statements.
  • To provide a consistently high quality frontline transaction service to customers encompassing the cashing of cheques, acceptance of deposits and the provision of change.
  • To ensure the availability of a fully functional Teller Cash Recycler (TCR) service to customers including the custody and balancing of TCR cash, processing of TCR deposits and handling of TCR computer reports.
  • where applicable)To provide a proficient reception function in support of the Sales team in the Branch.To identify the customer’s needs, record, monitor and facilitate the intermediate between the customer and the sales consultant team.

    To provide a consistently high quality frontline transaction service to customers encompassing the cashing of cheques, acceptance of deposits and the provision of change.

  • To maintain a high level of integrity and ethical standards
  • Key Responsibilities / Accountabilities


  • Records appointments in own and the applicable staff member’s diary.
  • Records and deliver messages to the appropriate service consultant.
  • Ensures the reception area is in a neat and professional state at all times.
  • Ensures up to date promotional displays and information pamphlets in the service consultant area
  • Customer Service

  • Ensures that customer complaints are brought to the attention of the relevant manager / senior officer immediately.
  • Prepares and faxes limit forms to Business Banking and Corporate Banking for their customers.
  • Issues receipts for Plus Plan cards handed in for updating.
  • Updates plus Plan cards from current statements.
  • Liaises with Operations Shared Services regarding cards with entries older than 6 months.
  • Mark cheques Good for Funds and follow-up on cheque presentation according laid down procedures as stipulated in GRG.
  • Actions and files statements according to laid down procedures as stipulated in GRG.
  • Complete all compliance training within laid down timelines.
  • Attends to customers promptly, and where necessary refer the customer to the correct department.
  • Migrates the customer to a more appropriate, cost effective channel if necessary.
  • Initiates steps to resolve problems impacting customer service timeously.
  • Refers queries that cannot be resolved within the Customer Problem Resolution time frame to the appropriate department.
  • Hands out chequebooks and transaction cards to customers according to laid down procedures.
  • Issues Automated Teller Machine (ATM) cards and Personal Identification Number (PIN) codes.
  • Issues MasterCards and Garage cards according to laid down procedures as stipulated in Group Reference Guide (GRG).
  • Attends to linking / de-linking of accounts to ATM and MasterCard card for walk in customers.
  • Orders Replacement credit cards form 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 to Stop payments and Stop orders according to laid down processes 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.
  • Electronic logging and following up of customer complaints and queries (Gijima).


  • Attends to cheque encashment, withdrawals etc., according to laid-down procedures as stipulated in Group Reference Guide (GRG).
  • Accepts cheque and / or cash deposits, according to laid-down procedures as stipulated in GRG.
  • Ensures that cheques included in deposits are checked in terms of Duty of Care obligations.
  • Ensures that all items cashed are within laid-down limits and refers all transactions exceeding limits to the appropriate area for authorisation.
  • Ensures that items cashed are technically correct and signed, according to laid-down instructions as per GRG.
  • Attends to value transactions
  • Assists with cash transactions captured by employees that do not operate tills.
  • Control of cash

  • Ensures that all laid-down policies and procedures regarding the handling, locking away and security of cash are adhered to.
  • Ensures that cash holdings are kept within prescribed limits at all times.
  • Balances cash daily and report any differences promptly.
  • Ensures that no unauthorised items are held as cash.
  • 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.
  • Familiarise yourself with the Standard Bank physical security policies and procedures by completing the relevant training and adhering to the laid down procedures, requirements and responsibilities, a summary of which is contained in GRG Volume Security Services, Chapter 2 Security Matters, Section 1 Premises, Parts 9-11
  • Reactive selling

  • Identifies cross-selling / migration opportunities and selling of products / services reactively.
  • Completes sales and lead generation tracking forms on a daily basis.
  • 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.
  • Preferred Qualification and Experience

  • 1 - 2 years’ branch banking experience with exposure to customer service
  • Recognised qualification on FSB list
  • Knowledge / Technical Skills / Expertise

  • Computer literate
  • Good communications skills
  • Good administrative skills
  • Apply
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