Standard Bank Vacancies: Customer Liaison Officer

Standard bank Vacancies

Test Division Summary

Job Purpose

  • To provide a proficient reception function in support of the Branch team.
  • To identify the customer’s needs, record, monitor and facilitate the intermediate between the customer and the sales consultant team.
  • To maintain a high level of integrity and ethical standards

Key Responsibilities/Accountabilities

Reception

  • Screens customers and direct them to the correct sales consultants or department.
  • Ensures that all customers in the reception area are attended to.
  • Records appointments in own and the applicable staff member’s diary.
  • Records and deliver messages to the appropriate sales consultant.
  • Ensures the reception area is in a neat and professional state at all times.
  • Ensures up to date promotional displays and information pamphlets in the sales consultant area.


Customer Service

  • Ensures that customer complaints are brought to the attention of the relevant leader immediately.
  •  Complete all compliance training within laid down timelines.
  • 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.
  • Ensures accurate capture, updates or amendments of customer information and history notes.
  • Manages “cost of sales” through the utilisation of multi-channel delivery strategies.


Administration 

  • Acknowledges receipt of security documents (Mounties Bags) and hands them to the applicable department.
  • Orders stationery for the relevant teams.
  • Familiarise yourself with the Standard Bank physical security policies and procedures by completing the relevant training and adhering to the laid down procedures, requirements and responsibilities, a summary of which is contained in GRG Volume Security Services, Chapter 2 Security Matters, Section 1 Premises, Parts 9-11


Reactive selling

  • Identifies migration opportunities and sells products/services reactively.
  • 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.
  • Participates in tactical sales/marketing activities as required.

Measurements

  • Achievement of the Customer Satisfaction Target
  • Achievement of retention target
  • Drive digital adoption and migration
  • Achieve set sales target (leads converted to sales)
  • Satisfactory GIA and Operational Risk assessments and no repeat findings.

Preferred Qualification and Experience

  • Completed secondary school/high school/A levels/Matric
  • Business Commerce
  • 1- 2 years Branch banking experience, with exposure to enquiries

How to Apply

Send applications online via Standard Bank career site


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