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.

To deliver a consistently professional and welcoming branch experience by acting as the first point of contact for customers, accurately identifying needs, directing customers to the appropriate service channel or banker, resolving routine service requests, and supporting seamless customer flow while adhering to all risk, compliance, and ethical standards.

Key Responsibilities:

• Deliver an exceptional first point of contact experience by professionally welcoming customers, understanding their needs, and creating a positive and efficient branch environment.
• Accurately assess customer requirements and direct customers to the appropriate banker, specialist, or service channel to ensure effective and timely resolution.
• Proactively manage customer flow within the banking hall, intervening early with dissatisfied or vulnerable customers to prevent escalation and protect the customer experience.
• Resolve routine customer service requests and enquiries efficiently, ensuring accurate capturing, tracking, and follow-up within agreed service timelines.
• Identify customer migration and cross-sell opportunities during service interactions and ensure all leads are logged correctly and transparently in the presence of the customer.

• National Certificate in Banking (NQF Level 5), FAIS-recognised, or a higher relevant banking or financial services qualification.

Experience Required:

• Minimum of 1 to 2 years’ experience in a branch banking, frontline customer service, or client liaison role within a financial services environment.
• Demonstrated experience in handling customer enquiries, service requests, and complaints with professionalism, empathy, and a strong service mindset.
• Proven ability to work with core banking systems and digital platforms, including accurate capturing of customer information and service history.
• Exposure to identifying customer needs and supporting product migration, referrals, or service optimisation in line with business objectives.
• Sound experience in operating within strict compliance, risk, and governance frameworks while maintaining a high standard of customer care.

Behavioural Competencies:

• Documenting Facts and Interpreting Data
• Embracing Change and Thinking Positively
• Following Procedures and Upholding Standards
• Interacting with People and Team Working
• Managing Tasks and Meeting Timescales
• Producing Output and Showing Composure

Technical Competencies:

• Banking Process & Procedures
• Client Servicing
• Customer Reception and Channelling
• Product Knowledge (Consumer Banking)