Job Purpose
- To support the Team Leader Sales and Service by enabling operational effectiveness to Sales Support.
- To ensure that the customers’ banking needs are identified and fulfilled efficiently and effectively, while managing the risks associated with new accounts, mandates and specimen signatures.
- To maintain a high level of integrity and ethical standards.
- To deal with all credit related issues in the branch i.e.. Loan Origination Centre(LOC)
- To ensure that branch meets set targets and achieve target for client service
Key Responsibilities/Accountabilities
- Welcomes customers on arrival to the branch, identifies their transactional needs and then ensures that they are migrated to the most applicable department.
- Direct customers to the correct departments at all times.
- Ensures that regular demonstrations are held to explain the usage of electronic banking and other remote channels.
- Identify customers’ transactional needs correctly, resulting in them being migrated to the most appropriate channels.
- Identify customers’ banking requirements correctly, resulting in them being provided with the most suitable products/services.
- Ensures that customers waiting to be assisted are attended to promptly.
- Monitor queues in the banking hall and bring delays to the attention of the responsible departmental head.
- Be aware of to any irate or unhappy customers and intervene immediately.
- Ensure up to date promotional displays and information pamphlets in the banking hall at all times.
- Ensures that correct and updated merchandise are being displayed and that obsolete merchandising has been filed or destroyed.
- Ensure that the banking hall is neat and tidy at all times.
- Reactive sales – identify sales and gross-sell opportunities through interaction with customers and pass the leads promptly to relevant departments/branches.
- Ensures the necessary stationery is available to customers.
- Ensures that all new service requests (queries and complaints) are logged correctly as laid down in bank processed.
- 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.
- Ensures that there is adequate lighting in the Banking hall.
- Replaces globes that are not working have been replaced.
- Ensure that the queue stanchion poles are properly aligned and in good repair
- To understand the risks associated with the handling of cash and effectively control to manage these risks.
- Completes the necessary check-list for all accounts regarded as high risk according to laid down procedures as stipulated in GRG/Process repository.
- Ensure that all routine checks are carried as laid down in bank procedures.
- Ensure that the branch obtains satisfactory ratings in Internal Audit and Routine Assessments.
- Ensure that the branch is 98% KYC compliant.
- Ensure that dormancy rate for accounts remain within <5%.
- Assess and understand the risks associated with new business.
- Maintain an effective system of controls to reduce exposure and thereby minimise risk.
- Support the branch to maintain good Routine and Audit ratings.
- Identifies cross-selling/migration opportunities and selling of products/services reactively
- Completes sales and lead generation tracking forms on a daily basis
- Participates in tactical sales/marketing activities as required.
- Complete all compliance training within laid down timelines.
- Ensure proper management of Customer Information and Data Management.
- Ensure that clients are always positively identified before they could be given any information/service and that they are KYC compliant.
- Ensure that the clean desk policy is maintained at all times and that no customer information is exposed to unauthorised people over the counter, at all times.
- Ensure that the information we communicate to clients doesn’t compromise the bank reputation
Preferred Qualification and Experience
Degree in Business Management or related field.
2 Years branch banking experience, with exposure to frontline sales and service support and exposure to various products
Knowledge/Technical Skills/Expertise
- Computer literate
- Good numerical skills
- Good negotiation skills
- Tech Savvy
- Good communication skills
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