Vacancies at Standard Bank Group

Job Description

An outbound contact center role whose aim is to onboard and/or cross sell to new and existing customers by contacting them at their predictable churn points with a view to proactively exceed expectations

Customer Service

• Meet new customer activations as per desired target from business.
• Increase customer product utilization through cross selling by measures guided by the business.
• Own and address any service issues raised by clients by logging in the issues for resolution by CCC team.
• Ensure any after sales queries are logged in for resolution by the CCC team.
• Provide periodic reports to CHNW & BCC and other stakeholders on performance on new accounts and other offering, as well as problems encountered by customers and root cause on the same.

 Business Process Improvement/People engagement

• Engagement with branch and support units regularly to address issue of customer satisfaction and root cause of service deficiencies.
• Identification of complaint root causes and engage relevant units to assist address these.

Learning and growth

• Achieve a minimum of 95% in product quizzes and accreditation exams.
• Become fully skilled in PBB product offering and processes.
• Identify 1 skill per quarter for growth and development and plan as well as implement learning process for it.

Financial Performance

• Support the sales team by providing leads for follow up.
• Reduce costs at department by limiting unnecessary stationery, taxi,food and telephone usage.

Risk and compliance

• Ensure no reputation / legal risk through the strict following of KYC and AML guidelines and correct provision of information to clients.
• Minimum annual score of Satisfactory, on audit ratings/internal review findings.

Qualifications

• First Degree.

Additional Information

Knowledge

• Understanding of a full range of products
• A broad understanding of the bank’s procedures and policies and the application of the GRG with particular emphasis on the account opening environment, policies and procedures.
• Code of Banking Practice
• Understanding the branch sales practice
• Basic computer literacy
• Sales skills
• Knowledge of the Financial Advisory and Intermediary Services Act.

Experience

• Entry level. Exposure to Customer Consulting or Call Centre experience will be an added advantage.

Personal competencies

• Good verbal communication skills – sincere and articulate.
• Passionate about sales and service.
• Target driven.
• Ability to listen and probe effectively to determine customers’ real needs.
• Ability to provide accurate information.
• Focuses on getting things finished.
• Ability to handle pressure/conflict.
• Ability to remain calm under pressure and not to take criticism personally.
• Self-motivated.
• Integrity and honesty.

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Job Description

The purpose of the role is to monitor the core banking system ensuring optimal performance and availability including its interfaces and channels. Managing backup from various sources (i.e. systems, databases, servers) and ensuring successful retrieval and restoration upon request from business. Monitoring network and networked resources i.e ATMS to reduce downtime which reduces financial implications due to unavailability of systems. Another key role is running T24 close of business that updates the bank’s general ledger and PL positions for financial reporting daily.

Qualifications

Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Information Studies, Information Technology

Experience Required
Technology Operations / Infrastructure Production

• Technology null
• Job Function: Information Technology
• Years: 1-2 Years Experience Description: At least one year experience in any of the following areas: IT security, Infrastructure Technical Support, Systems Administration, Applications support, Electronic Banking/Channels Support, Programming, Database Administration, Systems Analysis. Banking/financial industry experience would be an added advantage.

Additional Information

Behavioral Competencies:

• Conveying Self-Confidence
• Developing Expertise
• Examining Information
• Exploring Possibilities
• Following Procedures

Technical Competencies:

• Business Process Design
• Business Process Improvement