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Front-line Support Officer Wanted at Standard Lesotho Bank


Customer Channels

Job Purpose

  • To handle all routine functions associated with the enquiries counter.
  • To understand and effectively control the risks associated with chequebooks, ATM cards and Master Cards.
  • To maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities

  • Complete  all compliance training within  laid down  timelines
  • Attends to all duties relating to chequebooks (including chequebooks to/from away Branches) according to laid-down policies and procedures as stipulated in the Group Reference Guide (GRG).
  • Receives and attends to ATM, Cash cards, Master Cards and Mobile Money MasterCard according to laid-down policies and procedures as stipulated in the Group Reference Guide (GRG).
  • Prepares and faxes limit forms to Business Banking and Corporate Banking for their customers.
  • Issues receipts for Plus Plan cards handed in for updating.
  • Updates plus Plan cards from current statements.
  • Liaises with the Integrated Processing Centre (IPC) regarding cards with entries older than 6 months.
  • Mark cheques “Good for Funds” and follow-up on cheque presentation according laid down procedures as stipulated in GRG.
  • Actions and files statements according to laid down procedures as stipulated in GRG.
  • Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.
  • Ensures that service requests in personal work list are actioned within agreed timelines.
  • Participates in tactical sales/marketing activities as required.
  • Identifies migration opportunities and sells products/services reactively.
  • Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
  • Identifies and actions opportunities for cross- and up-sell.
  • Ensures accurate capture, updates or amendments of customer information and history notes.
  • Conducts a needs analysis to identify customer needs in line with Financial Advisory and Intermediary Service act licence categories (FAIS)
  • Manages “cost of sales” through the utilisation of multi-channel delivery strategies

Preferred Qualification and Experience

  • Diploma in Marketing/ Business Related Course or preferably  Post-Diploma
  • 2– 3 Years branch banking experience, with exposure to enquiries.

Knowledge/Technical Skills/Expertise

  • Sound knowledge of the bank’s laid-down policies and procedures relating to enquiries.
  • Sound knowledge of banking products/services and the procedures underpinning them.
  • Knowledge of the Code of Banking Practice.
  • Knowledge of the New Delivery System (NDS) as it relates to enquiries.
  • Knowledge of Managing Local Market sales principles.
  • Basic knowledge of the functions of the various departments within the branch and support entities such as the Integrated Processing Centre (IPC).
  • Understanding and support of the bank’s multi-channel environment.

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