STANDARD BANK Customer Consultant - Various


Post: Customer Consultant

Job ID: 23288

Job Sector: Banking

Country: South Africa

Region/State/Province/District: Gauteng

Location: VAAL

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 Customer Consultant to help us fulfil our business objectives and build customer loyalty.

Job Purpose

To provide an efficient and effective point of contact for new and existing personal market customers.
To ensure that the customers’ banking needs are identified and fulfilled efficiently and cost-effectively, while managing the risks associated with new accounts, mandates and specimen signatures
Maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities


Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities.
Forges business partnerships with Personal and Business Markets in the branch to leverage the interplay between segments for optimal growth and retention.
Increase branch advances by responsible lending practices (limitisation)
Identifies migration opportunities and sells products/services reactively.
Ensures that targets and budgets are met.
Participates in tactical sales/marketing activities as required.
Captures applications for Student Loans.
Closes accounts.
Actions confirmation of Employment on Customer Relationship Management( CRM)
Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
Identifies and actions opportunities for cross- and up-sell.
Ensures accurate capture, updates or amendments of customer information and history notes.

Customer service

Identifies customer needs effectively and opens new accounts according to laid down procedures.
Transfers, amends and closes accounts as and when requested by customers according to laid down instructions.
Assist customers efficiently and effectively by ensuring that transactions are processed timeously.
Ensures that Customer on boarding process is followed when necessary.
Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.
Ensures that service requests in personal work list are actioned within agreed timelines.

Credit Management

Implements all the required steps and controls according to laid down procedures when opening accounts to minimise the risks associated with new business.
Gathers and completes accurate data for the opening of loan accounts and granting of facilities.
Refers matters outside scoring criteria, with the appropriate information, to the accounts support for further investigation.

Preferred Qualification and Experience

You must complete one of the Qualifications listed on the FSB recognised list within the allocated time.
FAIS qualification
3 Years branch banking experience, with exposure to customer service and sales.
Must have relevant intermediary experience in respect of the FAIS product subcategories applicable to this role.

Knowledge/Technical Skills/Expertise

Good knowledge of personal market products and the processes underpinning them.
Has detailed understanding of the Region and competitor activity.
Good knowledge of product criteria and bank policy regarding appropriate pricing, charges and interest rates.
Knowledge of the documentation related to personal market credit routine.
Knowledge and understanding of credit behavioural scoring and application systems, the granting process and risk management principles.
General knowledge and understanding of financial statements, including application of policies and principles for evaluation and management of the risk associated with lending.
Knowledge of the Code of Banking Practice.
Basic knowledge of products sold elsewhere within the Group.
Understanding and support of the bank’s multi-channel environment.


Posted on : 05/05/2017, # , Edit

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