Customer Liaison Officer at Standard Bank

Job Purpose

• Provides a proficient reception function and create a positive introduction for the customer by putting them at ease, identifying their specific requirements and then directing them to the appropriate department.
• Identifies customer’s digital banking needs and fulfill it efficiently and cost-effectively, while managing the risks associated with migrating new and existing customers to alternative self-servicing channels (e.g., Internet Banking, ATM’s, Cellphone Banking, Shyft, SBG Mobile App etc.)

Key Responsibilities/Accountabilities

Customer Service

• Welcomes customer on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department.

• Ensures that customers waiting to be assisted are attended to promptly.
• Be aware of to any irate or unhappy customers and intervene immediately.
• Ensures that correct and updated merchandise are being displayed and that obsolete merchandising has been filed or destroyed.
• Ensures the necessary stationery is available to customers.
• 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.
• Identifies customers that can be migrated to the self-service banking (new and existing customers).
• Assists customers to register for the relevant digital banking channel/s when required.
• Escalates customer queries to the appropriate channel/s (e.g., in the event where a payment hasn't cleared etc.)
• Reports performance issues to the correct departments for resolving i.e. slow response times at Automated Teller Machines (ATM), Internet Banking kiosks, Banking App, Shyft.
• 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.

Digital Banking

• Ensures that regular demonstrations are held to explain the usage of electronic banking and other remote channels Identifies potential customers who can be migrated to Self Service Banking.
• Ensures that demonstrations are held to explain the usage of electronic banking and other remote channels, as and when necessary.
• Attends to customers promptly and introduce customers to the various self-service banking channels.
• Promotes the right channel to the right customer at the right time, matches customer demand with the appropriate channel/s.
• Assists customers to register for the relevant channel/s.
• Educates customers on how to use the channel/s of choice.
• Demonstrates appropriate ways use the channel/s of choice.
• Reports performance issues to the correct departments for resolving i.e. slow response times at Automated Teller Machines (ATM) &/or Internet Banking kiosks.
• Participates in tactical sales/marketing activities as required.
• Ensures accurate capture, updates or amendments of customer information and history notes.

Security and Maintenance of professional image

• Ensures that the interlocking doors to the branch and the bullet proof glass on the teller and enquiry counters are clean/clear.
• Ensures neatness and tidiness of banking hall.
• Acknowledges receipt of security documents (Mounties Bags) and hands them to the applicable department.
• Ensures that there is adequate lighting in the Banking hall.
• Ensures that the globes that are not working are replaced timeously.
• Ensures that the queue stanchion poles are properly aligned and in good repair.
• Familiarize 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

Legislative compliance

• Completes disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.
• Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice (COBP).
• Ensures that all the required controls are in place to minimise the risks associated with handling of confidential customer information.

Migration

• To drive entrenchment and migration targets in the Branch (and where relevant outside the branch) (uCount, Internet Banking, SBG Mobile app, KidzBanking App, Cellphone Banking, SnapScan, Shyft App etc.)
• Pro-Actively identifies other sales opportunities and pass on leads for conversion.
• 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.
• Participates in tactical sales/marketing activities as required.
• Proactively calls customers to share benefits around converting to the digital platforms.

Measurements

• Attainment of all branch digital entrenchment and migration targets (e.g., uCount, SBG Mobile App, SnapScan, KidzBanking App, Shyft and Internet Banking etc.).
• Increased Digital and Self-Service Channel usage ratios.
• Achievement of Customer Satisfaction Target
• Number of leads in respect of cross selling opportunities identified resulting in sales conversion.
• Effective Change Management and adoption of projects and initiatives (relevant for digital application).
• Achieve Penetration Rate Target
• Reduction in conventional banking (telling, enquiries etc.)
• Registration (monthly growth %)
• Percentage usage of electronic banking
• Driving Ana usage, SBSA App usages, Shyft etc

Preferred Qualification and Experience

• Completed Matric
• NQF 5 qualification
• 1 -2 years Customer Service Experience

Knowledge/Technical Skills/Expertise

• Banking Process and Procedures
• Product Knowledge
• Cross and Up-Selling
• Client Servicing
• Customer Understanding
• Client Education and demonstration