Banker, Universal
Job Purpose;
To take demand (in branch or via Voice
branch) from personal customers
for any banking matters ranging from product questions to customer account
activities (e.g., opening accounts, statements, debit order information, etc.),
whilst forming an accurate assessment and understanding of that demand in order
to act on it in a one-and-done manner that consistently delivers what matters
to the customer within product and legislative (e.g., FAIS) parameters.
To drive customer service excellence in order
to add value and contribute to the overall profitability of the branch.
To use data to identify system conditions
that may hinder capability of response and what matters to the customer, whilst
maximizing value demand.
Key Responsibilities;
Determine personal customer demand
- Engages with customers in order
to understand what matters to the customer and deliver against those
demands.
- Validates the customer’s
regulatory status (e.g., KYC, POPI, etc.).
- Identifies authenticity of the
customer (where required) in order to prevent disclosure of information to
unauthorized persons.
- Takes ownership of every demand
and provides the customer with an immediate response (depending on the
nature of the demand) or facilitates the completion of the customer
demand. Drives one-and-done as far as possible – updates relevant
systems with history notes as applicable.
- Understands the risks associated
with the customer demand and adheres to all risk and compliance
requirements when executing on demand.
Deals with customer enquiries, ranging from
product questions to customer account activities.
Deliver on personal customer demand – general customer banking
demands
- Links / de-links accounts to
Cards according to laid down procedures.
- Orders replacement credit / debit
cards from Card Division upon customer request.
- Attends to limit increases or
decreases of Master Card limits, as per customer demand.
- Processes fixed savings account
transactions.
- Processes stop payments, stop
orders and standing instructions for customers, issues provisional
statements, balance and other simple enquiries (FuneralPlan / Standing
Order and Stop Payment).
- Amends EAP beneficiaries.
- Processes value and non-value
transactions.
- Processes transactional limits on
ATM / credit cards.
- Ensures that all new service
requests (queries and complaints) are logged correctly.
- Ensures that service requests in
personal work list are actioned within agreed timelines.
- Educates customers on
self-service / IVR functionality (e.g., PIN over IVR).
(Applicable to physical
branch only)
- Issues cheque books, cards and
Personal Identification Number (PIN) codes.
- Attends to requests and provides
Collect statements to customers.
- Issues deposit books to
customers.
- Issues unpaid cheques for
collection when customers call to collect.
Deliver on customer demand – account opening (personal customers
only)
- Discloses to customers that
he/she is acting under supervision along with other relevant FAIS
disclosures, and ensures business processes are followed to ensure the
customer receives this in writing.
- Manages the risks associated with
new accounts, mandates and specimen signatures (physical branch only) by
adhering to risk and compliance requirements (e.g., use of online
fingerprint verification, scanning at source, eSign, etc.).
- Opens new accounts (including
on-boarding), transfers, amends and closes accounts according to laid down
procedures (e.g., confirmation of employment, completes AML mandatory
fields, etc.).
- Ensures that customers are fully
informed of their rights and obligations to the bank in accordance with
the Code of Banking Practice.
- Gathers and completes accurate
data for the opening of loan accounts (e.g., secured and unsecured) and
granting of facilities.
- Refers matters outside scoring
criteria, with the appropriate information, to the Credit Evaluation
Manager for further investigation.
- Understands a customer’s conduct
on an account by reading bank statements, verifying the income and
expenditure and reading and interpreting of scorecards.
Drive demand generation opportunities
- In conversing with customers,
identify demand generation opportunities: Completes lead generation
tracking forms as and when required (e.g., Wealth). 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-physical branch channels. Obtains necessary customer
documentation as required by Know Your Customer (KYC) policies and
regulations. Uploads documentation on ECM and instructs customers to
submit original documentation at domicile branch. Accurately captures, updates
or amends customer information and history notes. Determines any
additional customer demand that could be met whilst interacting with
customer.
Information collation, analysis and reporting
- 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 Team
Lead to act on the system and as further input into the Enablement and
Product areas.
- 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 within scope, 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.
Work in self-managed teams
- Adheres to the purpose and team
principles (i.e. holding each other accountable).
- Adheres to and adopts new methods
within the work.
Successful delivery of
outputs would be measured as follows
- Delivers against what matters to
the customer (within laid-down policies and procedures).
- Value vs failure demand
(improvement in ratio of value demand versus failure demand).
- Improvement of capability of
response.
- Customer demand perfectly
delivered without any ‘comebacks’ (e.g., one-and-done; reduced abandonment
rates).
- Customer satisfaction rating.
- Minimised customer hand offs.
- Highlighting, acting and adhering
to areas of improvement.
- Work force schedule adherence.
- Adherence to FAIS supervision
contract requirements (e.g., prepares relevant evidence, etc.) as gauged
by the Supervisor.
- Increased growth in
profitability.
- Achievement of specified
technical competencies required for level 1.
Qualifications
Business degree from a recognized university.
Banking experience – 2 – 4 years in Personal
and business Banking