Officer Frontline (110 hours) - Kwa-Zulu Natal,
stanard bank
Queensburgh
5d ago

Job Details

  • 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 fulfil our business objectives and build customer loyalty.

    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

    Reception

  • 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).
  • Telling

  • 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.
  • 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

    The Officer Frontline is expected to :

  • Uphold the integrity and reputation of the Bank
  • Work on Saturdays and perhaps even Sundays (depending on the branch)
  • Work shifts and, in some regions, work at any of the branches wear a uniform
  • Matric
  • FSB listed qualification
  • Knowledge / Technical Skills / Expertise

    Our Consultant Frontlines are expected to

  • Work between Monday and Sundays
  • Work shifts and, in some regions, work at any of the branches
  • Wear uniforms
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