Business Segment: Personal & Private Banking
Location: ZA, GP, Johannesburg, Simmonds Street 3
Responsibilities: Answer telephone calls in a professional manner & offer assistance.Log all clients' queries within agreed timelines.Analyse all logged queries & respond to clients within stated timeframe.Escalate unresolved issues for resolution.Constantly advise clients on the status of their queries & intended resolution.Guide clients on correct processes.Document departmental errors/inefficiencies for corrective action.Monitor clients' feedback & improve satisfaction survey results.Discuss client service improvements with Team Leader and Business.Attend and participate in all departmental meetings to review client issues.Assist the Team Leader in implementing improved services to the clients.Ensure that laid-down instructions are adhered to while providing excellent service within agreed timelines.Maintain confidentiality of clients' information at all times.Facilitate the outward payment transaction flows with specific emphasis on fraud avoidance and due diligence on mandates and anti-money laundering guidelines while ensuring that agreed turnaround times on payment orders are adhered to.Assist the BOL team with the execution of queries regarding password resets and unsuspend users.Pay attention to cut off times while facilitating clients' instructions.Manage queries and resolution to handle clients' correspondences and respond to routine clients' queries within agreed timelines.Follow up with clients on unsettled transactions and assist Business with any routine clients' requests.Direct clients' queries to the appropriate person/product house.Assist in audit confirmation requests.Qualifications: Completed MatricDiploma in Business CommerceFirst Degree in Business CommerceExperience: 3-4 years of sound knowledge of business processes when dealing with facilitating payments' instructions for clients and when dealing with client's queries.
Sound knowledge of regulatory requirements while handling client's queries, Global markets, and Personal Banking experience.
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