Universal Banker - Standard Bank

Job Purpose

Takes personal customer sales demand (Lending, Retentions, Enablement, Home Loans Sales, Ucount) or service enquiries for two or more of the following: Transactional, Risk, Segment (service only), Fleet, Wealth, Travel Wallet / Secure Code, and or just Secured Lending, or Biz Direct across various mediums (i.e. phone, fax, e-mail, social media etc.) accurately and within agreed service times.

To act as an initial point of contact for all customer sales and service-related requests.

Key Responsibilities/Accountabilities

Customer Service:

• Resolves personal customer for e.g. Segment, Transactional, Risk, Self Service and or Secured Lending sales and service-related queries (e.g., opens investment accounts, etc.).
• Listens to the customer and asks appropriate questions and makes an effort to understand the customer’s needs/concerns/situation.
• Identifies and actions cross-sell and up-sell opportunities as required.
  
  

Outbound Sales Request (where relevant):

• Handles calls via the dialler to position products in order to achieve sales targets.
• Follows and logs the stipulated process to complete the sale.
  
  

Operational efficiency and effectiveness

• Follows the allocated staffing schedule to maximise availability to the customer at all times.
• Provides quality service to customers in order to fulfil their needs within the least amount of time.
• Accurately logs calls (e.g., records the customer interaction by capturing leads, queries, complaints, compliments, contact details, etc.)
• Uses the system appropriately to accurately and effectively answer and resolve customer calls.
• Proactively educates the customer about self-service transactional options and appropriate self-service channels.
• Follows the relevant risk and compliance procedures, work instructions and business requirements

Preferred Qualification and Experience

• Matric coupled with a completed FAIS qualification (at least NQF Level 5)
• RE 5 - advantageous
• 2 - 4 years Banking experience