Assistant Premier Relationship Manager - Nyali at Absa Bank Limited

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

Main accountabilities and approximate time split

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 card applications are 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
• 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 the 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 for escalated queries and complaints.
• ‘’Direct customers to the appropriate delivery channel to meet their needs e.g., cashiers, ATM’s. Includes encouraging clients 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 the procedure.
• Some of the areas which require 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.

Technical skills / Competencies

• Customer engagement/management skills
• Negotiation Skills
• Financial Analytical skills
• Excellent telephone and listening skills
• Proven communication skills, both verbal and written
• High level of numerical skills

Knowledge, Expertise, and Experience

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.
• At least 1 year experience in supporting a Relationship Manager in either SME or Wealth.

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)