Prestige Banker

To take demand from Prestige customers for any banking matters ranging from product questions to customer account activities (e.g., account status, statements, debit order information, etc.), as well as personal account opening whilst forming an accurate assessment and understanding of that demand in order to act on it in a one-and-done manner that consistently delivers what matters to the customer within product and legislative (e.g., FAIS) parameters.

To provide a Direct CST based, proactive sales and service function, aligned to the Prestige Banking customer value proposition, in order to add value and contribute to the overall profitability of the Direct CST.

To use data to identify system conditions that may hinder capability of response and what matters to the customer, whilst maximising value demand.

• Engages with customers in order to understand what matters to the customer and deliver against those demands.
• Identifies authenticity of the customer in order to prevent disclosure of information to unauthorised persons.
• Takes ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand (which includes the processing of customer mandates and documentation requirements for banking facilities). Drives one-and-done as far as possible – updates relevant systems with history notes as applicable.
• Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand.
• Deals with customer enquiries, ranging from product questions and customer account activities across all mediums available in the Direct CST within the agreed service times.
• Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures (where applicable) and ensures business processes are followed (i.e., customer receives this in writing).
• Manages the risks associated with new accounts, mandates and specimen signatures by adhering to risk and compliance requirements.
• 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.
• Supports the implementation of the Financial Intelligence Centre Act (FICA) to ensure adherence to record keeping requirements
• Ensures compliance to all applicable legislative requirements such as National Credit Act, Companies Act, Consumer Protection Act, Protection of Personal Information Act etc. and completion of compliance training.
• Ensures the adherence to all internal risk related policies and guidelines.
• Explains credit loan facility options and qualifying criteria to customers.
• Supports customers in the completion of credit application information and obtain the required documents (e.g. personal statements of asset and liabilities and income statements).
• Processes scored credit applications within the confidential limit of authority and Behavioural Risk Indicator (BRI) scores.
• Notifies customers regarding the approval or decline of credit loan facilities.
• Captures applications for all lending products.
• Actions credit violation reports daily as per laid down procedures.
• Ensures that the Know Your Customer (KYC) reports and Enhanced Due Diligence (EDD) reports are actioned timeously.
• Obtains necessary customer documentation as required by Know Your Customer (KYC) policies and regulations. Uploads documentation on ECM and requests customers to submit original documentation.
• Validates the customer’s regulatory status (e.g., KYC, POPI, etc.).
• Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation.
• Adhere to quality assurance standards.
• In conversing with customers, identify demand generation opportunities:
• Ensures accurate…