Senior Enquiry Clerk ( RB4)- Ondangwa Branch
Listing reference: capbw_001384
Listing status: Under Review
Apply by: 20 February 2024
Position summary
Industry: Banking
Job category: Client Services
Location: Ondangwa
Contract: Permanent
EE position: No
Introduction
To ensure that client enquiries and complaints are handled in a professional and efficient manner. Assisting and advising more junior enquiry clerks and assistant’s to carry out daily tasks in such a manner that customer service is promoted
Job description
KEY PERFORMANCE AREAS
CUSTOMER FOCUS
· Customer service
o Attend to clients, deal with enquiries, provide correct information and refer clients
o Ensure that more junior enquiry clerks are handling customer enquiries and complaints in a professional and efficient manner
o Keep up to date with Bank’s products and services
· Neatness of banking hall and stationery availability
o Ensure that adequate stationery and promotional material is available for client purposes
o Ensure that workstation and Banking hall always neat
ADMINSTRATION
· Card and Pin administration
o Ensure that directives with the processing of a request for a new card, the receiving of cards and pins, handing over of cards, client problems with cards and the handling of retained cards, were adhered to
o Load Card/ATM/POS limits and amend when necessary
o Overseas card referrals
o Ensure correct card and pin balancing takes place every week
· Cheque Book control
o Ensure that the ordering, receiving, controlling and handing over of cheque books are done according to directives
· Updating deposit book register
o Register to be up to date and balanced with regard to the receiving and issuing of deposit books
· Carrying out client instructions
o Ensure that instructions from clients are carried out on time
· Daily reports
o Ensure that data capturing errors and warnings are timeously and correctly addressed and rectified
SALES FOCUS
o Marketing (Identify selling opportunities and refer such opportunities and leads to correct person or department involved)
· PERSONNEL MANAGEMENT
· Personnel application and utilisation
o Personnel to be judiciously utilised and workload to be cleared with minimum mistakes and overtime.
· Personnel training and development
Plan and conduct formal and on-the-job training effectively so that there is sufficient expertise available to deal with the work.
· Customer service
o Attend to clients, deal with enquiries, provide correct information and refer clients
o Ensure that more junior enquiry clerks are handling customer enquiries and complaints in a professional and efficient manner
o Keep up to date with Bank’s products and services
· Neatness of banking hall and stationery availability
o Ensure that adequate stationery and promotional material is available for client purposes
o Ensure that workstation and Banking hall always neat
ADMINSTRATION
· Card and Pin administration
o Ensure that directives with the processing of a request for a new card, the receiving of cards and pins, handing over of cards, client problems with cards and the handling of retained cards, were adhered to
o Load Card/ATM/POS limits and amend when necessary
o Overseas card referrals
o Ensure correct card and pin balancing takes place every week
· Cheque Book control
o Ensure that the ordering, receiving, controlling and handing over of cheque books are done according to directives
· Updating deposit book register
o Register to be up to date and balanced with regard to the receiving and issuing of deposit books
· Carrying out client instructions
o Ensure that instructions from clients are carried out on time
· Daily reports
o Ensure that data capturing errors and warnings are timeously and correctly addressed and rectified
SALES FOCUS
o Marketing (Identify selling opportunities and refer such opportunities and leads to correct person or department involved)
· PERSONNEL MANAGEMENT
· Personnel application and utilisation
o Personnel to be judiciously utilised and workload to be cleared with minimum mistakes and overtime.
· Personnel training and development
Plan and conduct formal and on-the-job training effectively so that there is sufficient expertise available to deal with the work.
OTHER DUTIES
Must be prepared/willing to do any other reasonable and lawful instruction/task.
Must be prepared/willing to do any other reasonable and lawful instruction/task.
COMPETENCIES REQUIRED
• Customer focus
• Quality conscious
• Friendliness
• Observant
• Communicating orally
• Interpersonal sensitivity
• Teamwork
• Reliability
• Assertive
• Planning and organizing skills
• Resilience
Minimum requirements
EXPERIENCE / KNOWLEDGE & SKILLS
Knowledge of the Bank’s system and processing activities
Professional image and grooming
Self-confidence and interpersonal skills
2 Years general banking experience
Evaluating skills
Product knowledge
Good knowledge of Bank’s procedure manuals
Computer literate (knowledge of Word and Excel)
EDUCATIONAL REQUIREMENTS
Grade 12
A post matric qualification will be an advantage
