Job Summary
To support the Premier Relationship Manager’s sales and relationship building activities by completing the administrative requirements of the sales function.
To provide customer service to Premier customers.
Job Description
Key Accountabilities/Deliverables/Outcomes
Transaction Processing: Time Split 40%
To key in Telegraphic transfers (TT’s) in Flex cube, filing and follow ups.
Responsible for follow ups on standing orders/ bankers order
Credit and Debit cards applications to be forwarded to the respective Depts. and follow ups
To support business in the effective management of customer documentation and filing of the Financial Planning Guides and ensuring proper indexing as required
To ensure that all instructions (FDR, standing orders) for processing are to be sent to the respective Depts.
To assist in the effective amendment of customer addresses.
To follow up on cheque book applications.
Sybrin customer applications
Customer Service: Time Split 50%
Act as first point of contact for Premier customers when they require customer service follow-up.
Log and resolve any customer service requests and ensure that the requests are completed within acceptable set SLAs.
Log complaints received from Premier Customers according to the complaints logging standards. Respond to complaints where possible; otherwise escalate to the Premier Service Executive for follow-up.
Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time of escalated queries and complaints.
‘’Direct customers to the appropriate delivery channel to meet their needs e.g., cashiers, ATM’s. Includes encouraging client to sign-up and use digital channels
Explain operational processes to customers such as the process for applying for a new cheque book or card or the account statement cycle.
Ensure the customer has completed all transfer documentation
Before processing any transfers, validate the customer’s instructions to ensure it’s accurate, authentic and appropriately authorized by the relevant bank official(s).
Complete form HO974 in case of any suspicious or unexplained transactions and forward to BOL for onward forwarding to the Country Money Laundering and Reporting Officer (MLRO) or escalate through the normal whistle blowing process.
Ensure the Large Cash Transaction form is dully completed as per procedure.
Some of the areas which requires urgent attention are: –
Support business growth by identifying opportunities by way of successful referrals or ensure sales through service
Capture the transaction on the bank’s core system as per the customer’s instructions.
Note:
The above is aligned to the existing Bank procedures and should be strictly adhered to.
Simultaneous Cash Withdrawal and Cash deposit without physical movement of that cash over the counter is prohibited.
Branch Administration: Time Split 5%
Complete monthly/quarterly/yearly returns for signoff by Centre Manager. Returns include Controlled stationary i.e., credit & debit Cards, cheque book returns, and others as required.
Rigour: Time Split 5%
Conduct snap checks as assigned
Role/person specification
Preferred Qualification
Bachelor’s degree from a recognized university
Preferred Experience
At least 1 year experience in supporting a Relationship Manager in either SME or Wealth
Knowledge and Skills
Essential & Experience
Detailed knowledge of the full Absa retail Product set, including international banking.
An understanding of Risk and Credit policies and procedures.
Details working knowledge of KYC and AML policies and procedures.
Preferred
Some knowledge of competitor offerings in the high-net worth segment.
Technical Competencies
Customer engagement/management skill
Negotiation Skills
Financial Analytical skills
Excellent telephone and listening skills
Proven communication skills, both verbal and written
High level of numerical skills
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