Customer Consultant 

Overview

  • Job Sector: Banking
  • Position: Customer Consultant
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Job Details

  • Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfil our business objectives and build customer loyalty.
  • Position: Customer Consultant

Job Purpose

  • To provide an efficient and effective point of contact for new and existing personal market customers.
  • To ensure that the customers’ banking needs are identified and fulfilled efficiently and cost-effectively, while managing the risks associated with new accounts, mandates and specimen signatures
  • Maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities

Sales

  • Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities.
    • Forges business partnerships with Personal and Business Markets in the branch to leverage the interplay between segments for optimal growth and retention.
  • Increase branch advances by responsible lending practices (limitisation)
  • Identifies migration opportunities and sells products/services reactively.
  • Ensures that targets and budgets are met.
  • Participates in tactical sales/marketing activities as required.
  • Captures applications for Student Loans.
  • Closes accounts.
  • Actions confirmation of Employment on Customer Relationship Management( CRM)
  • 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.

Customer service

  • Identifies customer needs effectively and opens new accounts according to laid down procedures.
  • Transfers, amends and closes accounts as and when requested by customers according to laid down instructions.
  • Assist customers efficiently and effectively by ensuring that transactions are processed timeously.
  • Ensures that Customer on boarding process is followed when necessary.
  • Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
  • 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.

Credit Management

  • Implements all the required steps and controls according to laid down procedures when opening accounts to minimise the risks associated with new business.
  • Gathers and completes accurate data for the opening of loan accounts and granting of facilities.
  • Refers matters outside scoring criteria, with the appropriate information, to the accounts support for further investigation.

Preferred Qualification and Experience

  • Matric / Grade 12
  • Completed NQF 5 FAIS recognised qualification (listed with FSB)
  • Completed RE5
  • 5 – 7 Years branch banking experience, with exposure to all departments and overall customer serviceExternal relationships, Financial accountability, Accountability for problem solving
  • External relationships, Financial accountability, Accountability for problem solving
  • Leadership, Internal and External Stakeholder Management

Knowledge/Technical Skills/Expertise

  • Good knowledge of personal market products and the processes underpinning them.
  • Has detailed understanding of local market and competitor activity.
  • Good knowledge of product criteria and bank policy regarding appropriate pricing, charges and interest rates.
  • Knowledge of the documentation related to personal market credit routine.
  • Knowledge and understanding of credit behavioural scoring and application systems, the granting process and risk management principles.
  • General knowledge and understanding of financial statements, including application of policies and principles for evaluation and management of the risk associated with lending.
  • Knowledge of the Code of Banking Practice.
  • Basic knowledge of products sold elsewhere within the Group.
  • Understanding and support of the bank’s multi-channel environment.
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