Overview
- 46359
- Banking
- South Africa
- Western Cape
- Cape Town
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 fulfill our business objectives and build customer loyalty
Job Purpose
- To take demand from walk-in customers for any cash related matters (e.g., teller, ATM, etc.) whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently delivers what matters to the customer within the parameters of the bank’s financial offerings.
Key Responsibilities/Accountabilities
Determine customer demand:
- Engages with walk-in customers in order to understand what matters to the customer (i.e. determine the what, why, when, where and how) and delivers against those demands.
- Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
- Takes ownership of every cash demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
- Understands the risks associated with the handling of cash related demands (e.g., follows effective controls to minimise risk).
- Deals with general customer enquiries (as and when necessary) ranging from product questions to customer account activities (e.g., statements, debit order information, etc.)
Deliver on customer demand: telling / bulk cash:
- Attends to cheque encashments, PlusPlan withdrawals, cheque and/or cash deposits, bulk deposits, cash payroll cheques, etc. in line with laid-down procedures.
- Attends to requests for change transactions.
- Ensures that cheques included in deposits are checked in terms of Duty of Care obligations.
- Ensures that all items cashed are within laid-down limits and refers all transactions exceeding limits to the appropriate area for authorisation.
- Accepts cash deposits in canisters and stop-loss bags from security guards, following laid-down instructions regarding receipt and handling of canisters as well as acceptance of deposits (these functions are performed under CCTV surveillance).
- Pays out bulk cash orders and float requisitions, prepared according to customer specifications.
- Ensures that items cashed are technically correct and signed, according to laid-down instructions.
- Adheres to all laid-down policies and procedures regarding the handling, locking away and security of cash.
- Attends to value transactions.
- Assists with cash transactions captured by employees that do not operate tills.
Identify demand generation opportunities:
- In conversing with walk-in customers, identify demand generation opportunities Completes lead generation tracking forms as and when required. Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities
- Participates in specific campaigns and marketing activities as required.
- Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-branch channels.
- Accurately captures, updates or amends customer information and history notes.
- Sorts waste (completed transaction documents) into sequences in line with laid-down procedures.
- Places waste into the correct receptacles on completion of each transaction.
- Adheres to all duty of care requirements as per branch operating procedures. This is measured by means of the error rates as well as differences in teller cash and operational losses.
- Ensures maximum up-time by reporting systems or technical problems to ATM Control immediately in order to ensure that corrective action is taken.
- Attends to telephone calls, email messages and customer enquiries.
- Reads circulars and fan-outs daily.
- Updates the post-dated cheques register on a daily basis.
- Actions daily reports as necessary.
Information collation and analysis:
- Continuously assesses what matters to the customer against the ability of processes and systems to meet the customers demand, in order to make recommendations to the In-Work Lead to act on the system.
- Collates information on value, variation and failure in the system whilst executing work processes, in order to contribute to development of management information for the department.
- Analyses data and information in order to develop and apply self-correcting action where applicable, to enable constant fulfilment of customer demand.
- Facilitates group meetings when required to contribute to collective learning and growth for individuals and teams.
- Updates capability charts and MIS in order to maintain an accurate database to assist leaders who are required to act on the system.
Successful delivery of outputs would be measured as follows:
- Customer satisfaction rating.
- Minimised customer hand offs.
- Customer demand perfectly delivered without any ‘comebacks’.
- Endeavour to do only value work – as gauged by the Team Leader.
- Meet what matters to the customer (within laid-down policies and procedures).
- Improvement on capability of response.
- Highlighting and acting on areas of improvement.
Preferred Qualification and Experience
- Non FAIS Role
- Qualification : National Certificate
- Preferred: Post-matric qualification will be an added advantage
- 1-2 Years Previous branch banking experience, understanding the bank’s laid-down policies
Knowledge/Technical Skills/Expertise
- Awareness of the general procedures and the interdependencies of the various functions performed in the branch.
- Knowledge of the Code of Banking Practice.
- Knowledge of Managing Local Market sales principles.
- Understanding and support of the bank’s multi-channel environment.
PLEASE NOTE: All our recruitment and selection processes comply with applicable local laws and regulations. We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on +27 800222050 or forward to TransactionFraudOpsSA@standardbank.co.za
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