Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To respond to any Private, Prestige/ Executive client service queries and requests received telephonically in the Affluent Express within laid down policies and procedures.

Job Responsibilities

• Act as first point of contact for customers and demonstrates product knowledge on existing and new products
• Follow the relevant risk and compliance procedures, work instructions and business requirements.
• Accurately log request (e.g., records the customer interaction by capturing leads, queries, complaints, compliments, contact details, etc.)
• Undertake root cause analysis to prevent recurring problems/queries within the team context.
• Provide quality service to customers in order to fulfil their needs within the least amount of time.

• Minimum of First Degree

Experience

• 1- 3 years of experience of the bank's products, processes and systems. Understands regulations governing the management of financial services and other relevant bank policies.

Behavioural Competencies

• Adopting Practical Approaches
• Interacting with People
• Exploring Possibilities
• Developing Expertise
• Team Working

Technical Competencies

• Customer Reception and Channelling
• Difficult Calls Management
• Query Resolution 
• Telephone Caller Handling