Customer Liaison Officer at Standard Bank

eg. Accountant or Accounting or Kempinski



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Job Purpose

  • Provides a proficient reception function and create a positive introduction for the customer by putting them at ease, identifying their specific requirements and then directing them to the appropriate department.
  • Identifies customer’s digital banking needs and fulfill it efficiently and cost-effectively, while managing the risks associated with migrating new and existing customers to alternative self-servicing channels (e.g., Internet Banking, ATM’s, Cellphone Banking, Shyft, SBG Mobile App etc.)

 

Key Responsibilities/Accountabilities

Customer Service

  • Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department.

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  • Ensures that customers waiting to be assisted are attended to promptly.
  • Be aware of to any irate or unhappy customers and intervene immediately.
  • Ensures that correct and updated merchandise are being displayed and that obsolete merchandising has been filed or destroyed.
  • Ensures the necessary stationery is available to customers.
  • Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.
  • Ensures that service requests in personal work list are actioned within agreed timelines.
  • Identifies customers that can be migrated to the self-service banking (new and existing customers).
  • Assists customers to register for the relevant digital banking channel/s when required.
  • Escalates customer queries to the appropriate channel/s (e.g., in the event where a payment hasn't cleared etc.)
  • Reports performance issues to the correct departments for resolving i.e. slow response times at Automated Teller Machines (ATM), Internet Banking kiosks, Banking App, Shyft.
  • Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non-first contact resolution” as appropriate.
  • Ensures that service requests in personal work list are actioned within agreed timelines.

 

 

Digital Banking

  • Ensures that regular demonstrations are held to explain the usage of electronic banking and other remote channels Identifies potential customers who can be migrated to Self Service Banking.
  • Ensures that demonstrations are held to explain the usage of electronic banking and other remote channels, as and when necessary.
  • Attends to customers promptly and introduce customers to the various self-service banking channels.
  • Promotes the right channel to the right customer at the right time, matches customer demand with the appropriate channel/s.
  • Assists customers to register for the relevant channel/s.
  • Educates customers on how to use the channel/s of choice.
  • Demonstrates appropriate ways use the channel/s of choice.
  • Reports performance issues to the correct departments for resolving i.e. slow response times at Automated Teller Machines (ATM) &/or Internet Banking kiosks.
  • Participates in tactical sales/marketing activities as required.
  • Ensures accurate capture, updates or amendments of customer information and history notes.

 

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Security and Maintenance of professional image

  • Ensures that the interlocking doors to the branch and the bullet proof glass on the teller and enquiry counters are clean/clear.
  • Ensures neatness and tidiness of banking hall.
  • Acknowledges receipt of security documents (Mounties Bags) and hands them to the applicable department.
  • Ensures that there is adequate lighting in the Banking hall.
  • Ensures that the globes that are not working are replaced timeously.
  • Ensures that the queue stanchion poles are properly aligned and in good repair.
  • Familiarize 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

Legislative compliance

  • Completes disclosure to the customers in terms of accreditation, service fees, and commission.
  • Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.
  • Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice (COBP).
  • Ensures that all the required controls are in place to minimise the risks associated with handling of confidential customer information.


Migration

  • To drive entrenchment and migration targets in the Branch (and where relevant outside the branch) (uCount, Internet Banking, SBG Mobile app, KidzBanking App, Cellphone Banking, SnapScan, Shyft App etc.)
  • Pro-Actively identifies other sales opportunities and pass on leads for conversion.
  • 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.
  • Proactively calls customers to share benefits around converting to the digital platforms.


Measurements

  • Attainment of all branch digital entrenchment and migration targets (e.g., uCount, SBG Mobile App, SnapScan, KidzBanking App, Shyft and Internet Banking etc.).
  • Increased Digital and Self-Service Channel usage ratios.
  • Achievement of Customer Satisfaction Target
  • Number of leads in respect of cross selling opportunities identified resulting in sales conversion.
  • Effective Change Management and adoption of projects and initiatives (relevant for digital application).
  • Achieve Penetration Rate Target
  • Reduction in conventional banking (telling, enquiries etc.)
  • Registration (monthly growth %)
  • Percentage usage of electronic banking
  • Driving Ana usage, SBSA App usages, Shyft etc

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Preferred Qualification and Experience

  • Completed Matric
  • NQF 5 qualification
  • 1 -2 years Customer Service Experience

 

Knowledge/Technical Skills/Expertise

  • Banking Process and Procedures
  • Product Knowledge
  • Cross and Up-Selling
  • Client Servicing
  • Customer Understanding
  • Client Education and demonstration

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