Universal Banker Job Bloemfontein area,South Africa,Customer Service/HelpDesk

1 - 2 years experience in Personal and Business Banking.
Previous experience in branch banking or contact centre environment with good understanding of bank processes, policies and products.

Duties and Responsibilities:

Engages with customers in order to understand what matters to the customer and deliver against those demands.
Drives customer service excellence in order to add value and contribute to the overall profitability of the branch.
Uses data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand.
Validates the customer’s regulatory status (e.g., KYC, POPI, etc.).
Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons.
Deals with customer enquiries, ranging from product questions, customer account activities, RCPs, Credit Cards and Overdrafts.
Links de‑links accounts to Cards according to laid down procedures.
Orders replacement credit / debit cards from Card Division upon customer request.
Attends to limit increases or decreases of Master Card limits, as per customer demand.
Processes fixed savings account transactions.
Processes stop payments, stop orders and standing instructions for customers, issues provisional statements, balance and other simple enquiries (Funeral Plan / Standing Order and Stop Payment).
Processes value and non‑value transactions.
Processes transactional limits on ATM / credit cards.
Ensures that all new service requests (queries and complaints) are logged correctly.
Ensures that service requests in personal work list are actioned within agreed timelines.
Educates customers on self‑service / IVR functionality (e.g., PIN over IVR).
Issues cheque books, cards and Personal Identification Number (PIN) codes.
Attends to requests and provides Collect statements to customers.
Issues unpaid cheques for collection when customers call to collect.
Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures and ensures business processes are followed to ensure the customer receives this in writing.
Opens new accounts (including on‑boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.).
Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities.
Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation.

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