Universal Banker - Standard Bank

Job Purpose

To take demand 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.

Key Responsibilities/Accountabilities

Internal relationships: Nature of relationship: Provide and receive a service

Description or examples: Engages with Physical branch and/or Voice branch team; Private Banking Suites; OSS Fulfilment Leverages other team members’ skills as required and aids where needed. Understands the customer value chain.

External relationships: Role type of external contact: Customers

Description or examples: Engages with customers daily to meet demand

Nature of relationship: Provide customer service

Business accountability: Impact on result

Shared - Jointly accountable with peers in our outside immediate department

Description or examples: The jobholder represents the bank to the customer and is accountable for sensing and meeting customer demand. Demands are typically resolved immediately in the presence (physical or voice) of the customer. This role has a direct impact on customer service and book growth. The jobholder provides coaching and upskilling in self-managed teams where staff require FAIS supervision.

Accountability for problem-solving

Degree of guidance received to solve problems:

Standardised - Substantially diversified procedures, general supervision

Description or examples:

• The jobholder resolves customer demand under FAIS supervision. The jobholder is required to adhere to the supervision contract (e.g., qualification and obtaining relevant experience) in order to fulfil all FAIS requirements within the prescribed time limits (when applicable).
• Interprets personal customer demand, where customers may frequently be impatient, requires good listening skills and a broad understanding of all the banks products, services, systems, processes and policies in order to appropriately meet customer demand. All this occurs in a volume intensive environment.
• The jobholder needs to record and analyse empirical customer data and is expected to contribute in team discussions to drive solutions, either through immediate actions that can be taken or provides input into resolving systemic problems.
• The jobholder is required to seamlessly transition across Voice branch and physical branch environments. The jobholder needs to deal all multi-media demands (e.g., email, face-to-face, social media, etc.)
• The jobholder needs to adopt new methods as and when officially approved without reverting back to old methods.
• The jobholder needs to familiarise him/herself with all the relevant legislative changes as it may be from time to time (this requires constant research).

• Depending on the customer’s demand, it may not always be possible to deliver exactly what was requested, so the jobholder must find an appropriate approach to offer an acceptable alternative – this requires sufficient knowledge and understanding of all the products, policies, procedures and legislation.

• Degree of original thought required to solve problems:

  Variable - Differing situations within boundaries of experience

  Description or examples: The jobholder operates under FAIS supervision and knowledge of products, processes and services - where necessary leverages the team for support or guidance where required. The jobholder always operates within the banks laid down policies and procedures (e.g., risk and compliance requirements). There are internal controls in place to ensure that the jobholder solves problems within the laid-down procedures. The jobholder understands the customer’s banking demands and knows how to best deliver what matters to the customer. Sound recall of procedures and previous precedents is required.

Accountability for planning of activities

Performance or supervision of varied activities

Description or examples: Short-term planning is the norm for the job, as the jobholder needs to find ways to immediately meet the customer’s demands.

The jobholder must be able to deal efficiently with work volumes whilst delivering what matters to the customer in line with laid-down policies and procedures.

Discretion allowed for decision making

Regulated - Closely defined procedures, manager review of progress and results

Description or examples:

• The jobholder performs all actions under FAIS supervision and needs to refer to the FAIS supervisor for oversight (advice and intermediary services) for personal customers.
• The jobholder can make decisions to meet customer demand provided it is within laid down policies and procedures; any delegation of authority as well as legislative and regulatory requirements.
• Anything that falls outside policies, procedures and FAIS is referred to the leader for resolution.
• Requests guidance from the FAIS Supervisor if in doubt when performing any FAIS duties in relation to the supervision contract.
• Where the jobholder is in doubt, referral to the broader team is possible. Where the team is unable to provide guidance, the matter is escalated to the leader for resolution.
• Transactions are processed within limitations defined by operating procedures and system driven mandates (e.g. scored lending for personal customers).
• Refers transactions outside of mandate to the leader for authorisation.

Minimum Qualification and Experience

Personal and Business Banking

Years: 1-2 Years

Experience Description: Relevant FAIS qualification and experience. If no FAIS experience would then need to operate under supervision. Previous experience in branch banking or contact centre environment with a good understanding of bank processes, policies and products.

The Standard Bank Group has implemented a Vaccination Policy for all roles which require the incumbent to work from the Standard Bank premises on a full-time or intermittent basis. Full vaccination against COVID-19 is therefore an inherent requirement of this role