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 ensure that customer requests, complaints and queries received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area in order to deliver a positive client experience. To be responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address and therefore can be the first point of escalation for clients and frontline staff.

Key Responsibilities

• Manage and resolve escalations and complex client issues by providing tailored solutions, ensuring high service quality and driving customer retention within the branch.
• Issue off-cycle statements at customer’s instance and keep records of all source instructions from customers.
• Process written inter-account transfer instructions and execute all financial transactions within approved limits of authority.
• Identify cross-selling and migration opportunities and sell products/services proactively.
• Educate customers on the benefits of the bank’s products and services to drive customer engagement and support business development goals.
• Maintain a high level of customer satisfaction by providing consistent, professional support to all branch visitors.

• Minimum of First Degree

Experience Required

• Knowledge of the bank's products, compliance procedures and regulations governing the management of financial services. Previous branch banking experience.

Behavioural Competencies:

• Articulating Information
• Embracing Change
• Establishing Rapport
• Following Procedures
• Managing Tasks
• Meeting Timescales
• Producing Output
• Seizing Opportunities
• Showing Composure
• Team Working
• Upholding Standards
• Valuing Individuals

Technical Competencies:

• Active Listening
• Banking Process & Procedures
• Customer Understanding (Consumer Banking)
• Product and Services Knowledge
• Product Knowledge (Consumer Banking)
• Risk Identification
• Telephone Caller Handling