Client Service Officer (Southwest) Job at Stanbic IBTC Bank

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

We are recruiting to fill the position below:

Job Position: Client Service Officer (Southwest)

Job Ref ID: 80448655A-0001
Job Location: Osun, Ekiti, Ondo and Ogun

Job Description

• To ensure that customer service requests, complaints and queries received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area in order to deliver a positive client experience.
• To be responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address and therefore can be the first point of escalation for clients and frontline staff. 

Key Responsibilities

• Attend to telephonic queries regarding cheque books.
• Receive and handle ATM cards according to laid-down policies and procedures and perform daily balancing of ATM cards in conjunction with the Asset Custodian.
• Issue off-cycle statements at customer’s instance and take charges as appropriate and keep records of all source instructions from customers.
• Identify cross-selling and migration opportunities and sell products/services reactively and participate in tactical sales/marketing activities as required.
•  Attend to the posting of all value transactions within own level of authority and advice Team Leader Frontline Support to verify all value transactions posted.
• Process instructions for Cash Transfers (CT) according to laid-down policy, complete Customer Complaints Register and obtain source documents where applicable and log completed Customer Complaints on the appropriate Remedy Application on daily basis.

Qualifications

• Minimum of First Degree.

Experience Required:

• 1 - 2 years of experience with the bank’s products, compliance procedures, and regulations governing financial services management.
• Previous experience in branch banking is required.

Behavioural Competencies:

• Articulating Information
• Embracing Change
• Establishing Rapport
• Following Procedures
• Managing Tasks
• Meeting Timescales
• Producing Output
• Seizing Opportunities
• Showing Composure
• Team Working
• Upholding Standards
• Valuing Individuals.

Technical Competencies:

• Active Listening
• Banking Process & Procedures
• Customer Understanding (Consumer Banking)
• Product and Services Knowledge
• Product Knowledge (Consumer Banking)
• Risk Identification
• Telephone Caller Handling.