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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