Consultant, Self Service Support at Standard Bank Group

JOB DESCRIPTION

To ensure that all queries/problems received are resolved efficiently within laid-down time frames as per service level agreements. Understand the risks associated with dealing with customer queries and dissemination of confidential information. To deliver unparallel customer service to all customers, both internal and external within laid down guidelines and ensuring legislative compliance.

QUALIFICATIONS

1-2 years of experience

Minimum NQF level 5 FAIS Qualification

• A Sound knowledge of Standard Bank IPC policies, processes, procedures and technology
• In depth understanding of the Code of Banking Practice
• Knowledge of legislation as it relates to function i.e. NCA, FAIS, FICA
• Understanding of a full range of products
• Basic computer literacy
• Ability to identify, build and nurture key relationships

ADDITIONAL INFORMATION

• Continuous review of the escalation process to ensure optimization of turnaround time and
• Risk management
• Apply business procedures to all query types and ensure that procedures are followed
• Evaluation of MIS in identifying enhancements to improve efficiency and effectiveness of the
• Complaint and Query Management Process Support management team to constantly
• improve processes and work environment with innovative idea
• To be a team player and to contribute to the overall success of the team
• Build collaborative and cohesive relationships with all stakeholders that has a direct influence
• on the success of our business
• Adherence to operational compliance and internal regulations as appropriate to the team,
• department and division