To take demand from Personal & Private Banking and Business & Commercial Banking customers (including Private and Prestige segments) and SE Lifestyle customers for any banking matters ranging from product questions to customer account activities, as well as personal and 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 product and legislative (e.g., FAIS) parameters.
Key Responsibilities:
Sales;
Conducts a thorough financial needs assessment and recommends the most appropriate products and services for Personal & Private Banking and Business & Commercial Banking customer’s immediate and future financial needs at the branch.
• Identifies and refers sales leads to other stakeholders including, Vehicle and Asset Finance (VAF), Digital Channel, Card, Home Loans and others.
• Provides input into the marketing plan and campaigns targeted at increasing Personal & Private Banking and Business & Commercial Banking sales revenue.
• Conducts and drives campaigns at branch, targeted at BCB & P&PB customers.
− Acquire and open new BCB & P&PB accounts according to customer needs.
− Collaborate with Voice Branch to Cross sell additional products and services to existing and new BCB & P&PB Clients.
• Provides the following services to BCB Customers:
− Identify leads for BCB product offerings that meet the financial needs of walk-in business customers to be referred to Enterprise Direct.
Customer Service.
Attends to BCB & P&PB customer service requests and refer requests outside of scope to the relevant area for example: Enterprise Direct; Home Loans; VAF, and follow up on the query resolution in order to provide feedback to the customer.
• Engages with priority clients on a re-active basis as required and ensure that the client need is addressed appropriately by either attending to the request or handing it over to the relationship manager.
• Provides the following service to P&PB Customers:
− Conducts customer on boarding for P&PB Clients as per defined processes for new accounts and explain credit loan facility options and qualifying criteria to customers.
− Attends to P&PB customers on the overflow of customer service requests.
• Provides the following services to Enterprise Banking customers:
− Assists with customer service queries e.g. transfer, amend and close accounts when requested by customers according to defined procedures.
− Proactively promotes the adoption and drive awareness for digital banking channel and Enterprise Direct.
Lending & Risk Management:
Identifies and manages business risks from both a customer and bank perspective by ensuring that appropriate control mechanisms are in place to minimize risk exposure. Example cheque confirmations or verifying signatures.
• Conducts Know Your Customer (KYC) for BCB & P&PB Clients as per defined guidelines in order to minimise fraud. Reports identified fraudulent incidents immediately.
• Provides the following services to CHNW customers:
− Guides P&PB in the completion of credit application information requirements for example balance sheets as part of the application process
− Captures and process scored credit applications for P&PB Clients within the confidential limit of authority and Behavioural Risk Indicator (BRI) scores and notify customers regarding the approval or decline of credit loan facilities.
− Informs customers of their terms and conditions of credit approval in accordance with the requirements in Standard Bank’s policies as well as the Code of Banking practice.
− Actions credit violations reports daily as per laid down procedures for personal lending
• Provide the following services to BCB Customers:
− Creates profile on the credit workflow system for Enterprise Banking walk-in customers with lending needs so as to assist Enterprise Direct in the credit application process
− Conducts physical verification and call reports on Enterprise Banking customers so as to assist Enterprise Direct in the credit application process.
Legislative, Compliance & Governance:
Complies to the following:
− Regulations and legislation that specify the identification of customers and related record keeping.
− All applicable local legislative requirements in terms of credit granting, consumer engagement, customer treatment and corporate governance.
− All internal risk related policies and guidelines.
QUALIFICATIONS
Minimum Qualifications
Type of Qualification: Degree from a recognised university
Field of Study: Not applicable
Experience Required
Client Coverage
3-4 years Proven successful sales track record in sales and service across Personal and Business Banking. Extensive branch and bank product knowledge will be an added advantage.
ADDITIONAL INFORMATION
Behavioral Competencies:
- Adopting Practical Approaches
- Articulating Information
- Challenging Ideas
- Convincing People
- Exploring Possibilities
- Following Procedures
- Generating Ideas
- Making Decisions
- Producing Output
- Providing Insights
- Showing Composure
- Understanding People
Technical Competencies:
- Application & Submission Verification (Consumer Banking)
- Banking Process & Procedures
- Client Acceptance & Review
- Customer Understanding ( Consumer Banking)
- Processing
- Product Knowledge (Consumer Banking)
