Standard Bank Banking Jobs in Johannesburg
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Full Job Description - Read Carefully
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.
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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
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