Banker, Relationship, Enterprise Direct - Standard Bank

Job Purpose

• To take demand from business (enterprise) customers for any banking matters ranging from product questions to customer account activities, as well as business account opening, 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 the 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 and the centre.
• To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value extraction

Key Responsibilities/Accountabilities

Determine customer demand

• Engages with customers in order to understand what matters to the customer and deliver against those identified demands.
• Validates the customer’s regulatory status (e.g., KYC, POPI, etc.).
• Identifies authenticity of the customer in order to prevent disclosure of information to unauthorised persons.

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• Takes ownership of every demand and provides the customer with 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, customer account activities,

Deliver on 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 requests in the personal worklist are actioned within agreed timelines.
• Educates customers on self-service / IVR functionality (e.g., PIN over IVR).
• Provide simple and convenient information and query handling service offering of customers
• Contacts potential and existing customers from leads provided to position the product or service offering based on the campaign brief including primary as well as cross-sell mix
• Handle high volumes, low complexity sales requests and service requests via Direct mediums (i.e. telephony, virtual, email etc.)
• Answer/handle customer inquiries and requests across all mediums accurately and within agreed service times.
• Provide high quality, first call resolution to customer’s service needs

Deliver on customer demand – account opening

• Manages the risks associated with new accounts, mandates and specimen signatures 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.).

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• 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.
• Completes Financial Needs Analysis and Record of Advice documents under supervision for Credit applications.

Deliver on customer demand – lending support and risk management

• Explains credit loan facility options and qualifying criteria to customers.
• Supports customers in the completion of credit application information requirements (e.g. personal balance sheets, cash flow statements, financial statements and management accounts).
• Processes scored credit applications within the confidential limit of authority and Behavioural Risk Indicator (BRI) scores.
• Notifies customers regarding the approval or decline of credit loan facilities.
• Captures applications for all lending products.
• Actions credit violation reports daily as per laid down procedures.
• Ensures that the Know Your Customer (KYC) reports and Enhanced Due Diligence (EDD) reports are actioned timeously.
• Ensures that all Business Banking reports are actions as per laid down procedures.
• Prepares well-considered credit motivations for credit applications (scored and unscored) with appropriate Financial Needs Analysis and Record of Advice.
• Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation.

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 and identifies demand generation opportunities.
  • Participates in specific campaigns and marketing activities as required.
  • 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.
  • Promote and sell a range of banking product offerings and solutions that meet the financial needs of customer base by leveraging off campaigns, initiating outbound calls to reactivate dormant accounts

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.
• Where required, coaches and upskills staff that require FAIS supervision.

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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 the ratio of value demand versus failure demand).
• Improvement of the capability of response.
• Customer demand perfectly delivered without any ‘comebacks’ (e.g., one-and-done; reduced abandonment rates).
• Customer satisfaction rating.
• Minimised customer handoffs.
• Highlighting, acting and adhering to areas of improvement.
• Workforce schedule adherence.
• Increased growth in profitability.
• Achievement of specified technical competencies required for level 3.
• Net Promoter Score (NPS)

Minimum Qualification and Experience

FAIS Regulatory Exam (RE5) level 1

Categories:

• Long Term Insurance Category A - Funeral Insurance
• Short Term Personal Lines Products
• Long Term Category B1
• Short Term Commercial Lines (Biz – SE)
• Long Term Deposit: Investment options that are more than 12 months (long term deposit), no access to their funds for more than 12 months
• Short Term Deposit: This is any transactional, savings Investment accounts

FAIS recognised qualification i.e. relevant business-related tertiary qualification.

BCom: Business / (NQF7)

Meets FAIS intermediary services and FAIS advice requirements

5-7 Years Relevant FAIS qualification coupled with FAIS experience and operates without supervision.

Previous experience within a branch banking or contact centre environment with good understanding of bank processes, policies and products.