Career Opportunities at Standard Bank Group

Job Purpose;

• To take demand (in branch or via Voice branch) from personal customers for any banking matters ranging from product questions to customer account activities (e.g., opening accounts, statements, debit order information, etc.), whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters.
• To drive customer service excellence in order to add value and contribute to the overall profitability of the branch.
• To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximizing value demand.

Key Responsibilities;

Determine personal customer demand

• Engages with customers in order to understand what matters to the customer and deliver against those demands. 
• Validates the customer’s regulatory status (e.g., KYC, POPI, etc.).
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorized persons.
• Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.  Drives one-and-done as far as possible – updates relevant systems with history notes as applicable.
• Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand.  
• Deals with customer enquiries, ranging from product questions to customer account activities.

Deliver on personal customer demand – general customer banking demands

• Links / de-links accounts to Cards according to laid down procedures.
• Orders replacement credit / debit cards from Card Division upon customer request.
• Attends to limit increases or decreases of Master Card limits, as per customer demand.
• Processes fixed savings account transactions.
• Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (FuneralPlan / Standing Order and Stop Payment).
• Amends EAP beneficiaries.
• Processes value and non-value transactions.
• Processes transactional limits on ATM / credit cards.
• Ensures that all new service requests (queries and complaints) are logged correctly.
• Ensures that service relfquests in personal work list are actioned within agreed timelines.
• Educates customers on se-service / IVR functionality (e.g., PIN over IVR).

(Applicable to physical branch only)

• Issues cheque books, cards and Personal Identification Number (PIN) codes.
• Attends to requests and provides Collect statements to customers.
• Issues deposit books to customers.
• Issues unpaid cheques for collection when customers call to collect.

Deliver on customer demand – account opening (personal customers only)

• Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing.
• Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.).
• Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.).
• Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities.
• Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation.
• Understands a customer’s conduct on an account by reading bank statements, verifying the income and expenditure and reading and interpreting of scorecards. 

Drive demand generation opportunities

• In conversing with customers, identify demand generation opportunities: Completes lead generation tracking forms as and when required (e.g., Wealth).  Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities. Participates in specific campaigns and marketing activities as required. Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-physical branch channels. Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations.  Uploads documentation on ECM and instructs customers to submit original documentation at domicile branch. Accurately captures, updates or amends customer information and history notes. Determines any additional customer demand that could be met whilst interacting with customer. 

Information collation, analysis and reporting

• Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the Team Lead to act on the system and as further input into the Enablement and Product areas.
• Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department.
• Analyses data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand.
• Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams.
• Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system.

Work in self-managed teams

• Adheres to the purpose and team principles (i.e. holding each other accountable).
• Adheres to and adopts new methods within the work.

Successful delivery of outputs would be measured as follows

• Delivers against what matters to the customer (within laid-down policies and procedures).
• Value vs failure demand (improvement in ratio of value demand versus failure demand).
• Improvement of capability of response.
• Customer demand perfectly delivered without any ‘comebacks’ (e.g., one-and-done; reduced abandonment rates).
• Customer satisfaction rating.
• Minimised customer hand offs.
• Highlighting, acting and adhering to areas of improvement.
• Work force schedule adherence.
• Adherence to FAIS supervision contract requirements (e.g., prepares relevant evidence, etc.) as gauged by the Supervisor.
• Increased growth in profitability.
• Achievement of specified technical competencies required for level 1.

QUALIFICATIONS

• Business degree from a recognized university.
• Banking experience - 2 - 4 years in Personal and business Banking

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JOB DESCRIPTION
Job Purpose;

• Provides support to the branch network regarding product updates, training, criteria changes and acquisition tactics. To support home loan sales through the branch channel and provide relationship management, support, coordination and technical expertise to internal channels (i.e., Universal and Private Bankers).

Key Responsibilities;

• Establish , maintain and leverage estate agent and developers for end user finance
• Ensure acquisition of new home loan customers.
• Provide primary point of contact to customers by identifying their finance needs and fulfilling on them.
• Develop business opportunities by following up/pursuing leads.
• Conduct daily / weekly / monthly calling programs within the estate agent and developer arenas and focusing on high potential value prospects.
• Identify and follow up on new customers to increase market share.
• Market and provide information on the full range of Affinity market/upper salaried products to customers to optimize cross-sell.
• Follow up on sales to ensure that customer requirements have been met.
• Clearly understand sales targets set for self and unit.
• Identify and nurture gatekeepers and centre of influence.
• Successfully work closely with the Branches (branch relationship).
• Participate in all group scheme bank days to acquire business.
• Pro-active involvement in sales activations and expo’s.
• Ensure Zero rework’s on all home loan applications in order to improve on TAT
• Leverage on Mortgage customers in order to cross sell other bank products.
• Ensure all loans booked doesn’t fall into arrears or lock up.

QUALIFICATIONS
Minimum Qualifications

• Type of Qualification: Business degree 
• Field of Study: Business Commerce

Experience Required

• Client Coverage
• Consumer & High Net Worth
• 3-4 years
• Significant experience in a sales and banking environment as well as experience in Marketing.

ADDITIONAL INFORMATION
Behavioral Competencies:

• Adopting Practical Approaches
• Articulating Information
• Convincing People
• Documenting Facts
• Embracing Change
• Establishing Rapport
• Impressing People
• Interacting with People
• Making Decisions
• Pursuing Goals
• Seizing Opportunities
• Thinking Positively

Technical Competencies:

• Banking Process & Procedures
• Customer Acceptance & Review (Consumer Banking)
• Customer Understanding ( Consumer Banking)
• Financial Systems Administration
• Product Related Systems (Consumer Banking)
• Risk Identification