Jobs at Standard Bank Group - Consultant Customer Care Centre& Tellers

Job Details;

Retail & Business Banking

Job Purpose
To receive and resolve inquiries, queries and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures.

Key Responsibilities/Accountabilities

Receive customer queries through any contact channel and ensure they are answered within set SLA.
Respond to customer queries through any contact channel while maintaining the set quality standards.
Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
Follow the escalation process to ensure queries get resolved within the set and agreed SLA
To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints
Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
Report working tools that are not in working condition to the Team Leader / IT for attention.
Preferred Qualification and Experience

Knowledge

A university degree in any relevant field
knowledge of the bank’s products and services will be an advantage
Ability to communicate fluently in English will be an advantage.

Experience

1-2 years experience in branch banking with exposure to a front office role or in a Call Centre front office role in any service industry.
Knowledge/Technical Skills/Expertise
Be able to work well within a team, towards a shared goal
Be able to work under pressure, with demanding customers
Creative in looking for and suggesting improvements
Ability to convey factual information clearly and accurately
Self motivated

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Bank Tellers Jobs

Retail & Business Banking

Job Purpose

Responsible for handling customer financial transactions like deposits, withdrawals, transfers, money orders, and checking

Key Responsibilities/Accountabilities

Telling

Attend to cashing of cheques, savings withdrawals etc, according to laid down procedures.
Accept cash and cheque deposits, following laid-down instructions.
Ensure that all items cashed are within laid-down limits and refer items exceeding limits to the appropriate area for authorisation.
Ensure that items cashed are technically correct and signed, according to laid-down instructions.
Ensure that all cashed items are correctly recorded.
Record details of cash breakdowns for all major change transactions as well as cheques and other items cashed.

MoneyGram

Attend to Send and Receive transactions, according to laid-down instructions.
Accept cash for Send transactions, according to laid-down instructions.
Ensure that all Send and Receive items are within laid-down limits and refer items exceeding limits to the appropriate area for authorisation.
Ensure that Send / Receive items are technically correct, according to laid-down instructions.
- Ensure that Send / Receive transactions are captured on the MoneyGram system.
- Ensure that the relevant type of identification is produced when accepting a Send/Receive transaction, according to countries Operational Limits
- Complete the Agents Only section on the Send / Receive form after processing transaction
- Ensure that the relevant suspense accounts are Debited / Credited for every Send / Receive transaction.
- Ensure that reference numbers are captured when debiting / crediting the relevant suspense accounts.
  - Print a receipt for all Send / Receive transactions on the MoneyGram system.
  - Recover fees, where applicable.
    - Assist with the balancing of suspense accounts when required by Treasury Department.
    - Sort Send / Receive forms into laid-down sequences.
    - File Send / Receive receipts and forms with the relevant reports.
      - Read Special Alert Circulars and Messages on the MoneyGram system.

· Call MoneyGram Toll Free Number for any query on MoneyGram.

Control of cash

Ensure that all laid-down instructions regarding the handling, locking away and security of cash are adhered to.
Ensure that own cash holdings are kept within prescribed limits.
Count and balance own cash daily.
Report all differences in cash daily.
Sign the locking away register daily.
Ensure that no unauthorised items are held as cash.

Reactive Selling

Identify cross-selling and migration opportunities and sell products / services reactively.
Participate in tactical sales / marketing activities as required.
Ensure that targets are met.

Routine

Sort vouchers into laid down sequences and place in waste receptacles on completion of each transaction.
Recover unpaid items fees, where applicable.
Ensure that Duty of Care requirements are adhered to.
Read special alert circulars.