Transactional Banker at Standard Bank Group

JOB PURPOSE

Complement the efforts of the  PRIVATE BANKER in Providing a relationship-based offering to affluent individuals to meet the financial needs and service expectations of AFFLUENT individuals as per the segment value proposition. 

KEY RESPONSIBILITES

• Deliver a high level of individualised service to assigned portfolio of Private Banking customers. Attend to customers promptly and, where appropriate, assist the customer with migrating to more convenient self service channels.
• Deliver a superior level of Service (in terms of pro-activeness/ turnaround times and continuous feedback) to the portfolio of customers. Effectively resolve all customer enquiries, complaints and issues referred by the Private Banker or raised directly by the customer.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Provide effective and efficient administrative support to the Private Banker. This includes account opening support (check that all documentation has been received and forms have been completed and signed), processing account/customer related documentation, capturing new account details and applications on the bank system, following up on the status of applications, transactions, and queries with relevant support areas.
• Assist Private Banker in completing credit applications and credit reviews. Attend to credit-related correspondence in line with credit policies and procedures.
• Manage credit and operational risks as set out in compliance and credit guidelines.
• Ensure all limits are loaded (credit, withdrawal, electronic payment, etc), market segment codes are correct, standard pricing charges are accurately loaded.
• Ensure activation and usage of transaction accounts, proactively monitoring any dormancy flags.
• Ensure proper procedures are followed when closing accounts, including the recovery of outstanding funds/fees and retaining chequebooks/cards. Refer all requests for account closure to Private Banker before closing accounts. Handle such requests with sensitivity and establish the reason for closure request. Where possible, endeavour to rescue the account.
• Load debit and/or stop orders.
• Order and follow up on all new & replacement Credit, Debit and ATM cards ensuring that the instruments are delivered to the customers within stipulated card processing SLAS.
• Give notice on investment/deposit accounts, as per customers’ requests.
• Capture appropriate updates & amendments to customer records.
• Link all appropriate accounts to customer profile to ensure a true and full view of customer’s relationship with Stanbic/Standard Bank.
• Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity, etc.
• Scrutinise credit reports including and not limited to Exception reports, referral reports, expiring limits reports, dormancy reports, KYC compliance reports, Annual Reviews and action them in line with the processes and procedures governing each of them daily, weekly or monthly as appropriate.
• Attend to all correspondence relating to portfolio, including e-mails, phone calls, messages, documentation, faxes, etc in line with the Private Banking Customer Service Charter.
• Assist Private Banker in developing a comprehensive calling/contact management programme for all customers within own portfolio.
• Pro-actively identify cross-sell opportunities (including product and channel opportunities) within assigned portfolio for Private Banker by analysing customer information on the bank’s system, financial information submitted by the customer and bank reports.
• Assist in migrating qualifying customers (as defined by the segment value proposition) from the Branch to the Private Banking Suite.
• Interact frequently and build strong internal working relationships with enabler and fulfilment colleagues to ensure that Turnaround times and SLA’s are adhered to.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.
• Follow through promptly and meticulously on instructions given by Private Banker.
• Keep Private Banker informed of progress made on customer matters. Surface ‘bad news’, complaints and claims quickly and transparently.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care and being considerate of other team members.
• Continuous self-development to improve knowledge, skills and competencies by actively pursuing learning and career development opportunities, seeking out and acting upon feedback in terms of own performance.

QUALIFICATIONS

• 3 to 5 years’ banking experience, preferably dealing with high net-worth individuals in a portfolio context.
• Experienced in upholding the highest levels of service.
• Exposure to branch back-office and sales support functions.
• Experience in completing loan applications successfully.
• Relevant business/financial qualification.
• Ability to interpret financial statements.
• Ability to process Credit applications and action reports as per the laid down procedures and policies.
• High levels of computer literacy - able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.