Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

Provide an effective telephonic problem resolution service, interacting in a professional, friendly manner with customers, branches, Small and Medium Enterprise (SME) centres, Priority suites, agricultural market, Proof of Deposit (POD), Branch Fulfilment Centres (BFC) and ledger centres. Identify and resolve queries which relates to Credit Card, Internet Banking, Business Banking, General Banking, Understand the risks associated with handling customer queries and dissemination of confidential information. Maintain a high level of integrity and ethical standards. Identify and resolve queries received via telephone.

Qualifications

An NQF Level 6 qualification.

Additional Information

Experience:

2 to 4 years general banking experience with exposure to various productsA thorough understanding of operational risk

Key Responsibilities:

Investigate and resolve telephonic customer queries/problems relating to Credit Card, Internet Banking, Business Banking and General Banking.Ensure that laid-down instructions are adhered to while providing excellent service.Helping to achieve Service Level Agreement daily and to be focused on internal and external ratings/surveys.Maintain confidentiality of customer information at all times.Conduct a needs analysis to identify customer needs effectively when giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.

Behavioural Competencies:

Convincing PeopleEstablishing RapportResolving ConflictShowing ComposureTeam Working

Technical Competencies:

Client ServicingDifficult Calls ManagementQuery ResolutionRisk AwarenessTelephone Caller Handling