Officer: Onboarding and Fulfilment (Sales and Queries)

Listing reference: capbw_000013
Listing status: Closed
Apply by: 28 September 2021
Position summary
Industry: Banking
Job category: Client Services
Location: Windhoek
Contract: Permanent
EE position: No
Introduction
The role will provide query support, sales support and solve technical problems related to enquiries and frontline administrative activities in the day to day operations of CIB. Support will be provided to the Account Executives Relationship Managers and Relationship Support Managers in an effective and efficient manner whilst ensuring that customer value is maintained to the standards set forth by the Bank.
Job description

Routine Administration

• Responsible for effective and efficient execution and control of all administrative activities related to enquires in compliance with the Bank’s policies, procedures, rules and regulations.
• Provide first level contact and convey resolutions to customer issues, queries and requests
• Responsible to ensure resolution of customer queries and issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports and/or via Customer Relationship Management (CRM).
• Walk customers through problem solving process and ensure information provided is correct
• Follow up with customers, provide feedback and see problems through to resolution
• Utilise excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Responsible for handling of incoming calls from customers and provide accurate information to address customer queries or escalate customer queries to the appropriate higher authority
• Keep the Manager informed of problems or issues that customers might raise during calls
• Ensures attention to detail to carry out clerical, computing, administrative and record keeping tasks efficiently
• Undertaking administration and other office duties as may assigned from time to time by the supervisor

Relationship Building
• Work closely with CIB team and assist them in their day-to-day work activities related to queries
• Ensure that all customer complaints and service have been professionally handled and timeously to optimise client experience and satisfaction
• Ensure that clients are handled in a professional manner and that they are provided with accurate information about the Bank's products and services.

Service Delivery
• Process client requests, resolve client inquiries, and ensure key client information and documentation is up-to-date.
• Take ownership of client investigations (e.g. statement reporting issues and pricing inquiries) and collaborate with operational and middle office teams to ensure effective resolution.
• Ensure that clients utilise all appropriate transactional products to their benefit and that these are grouped/structured to maximise efficiency, value add and cost-benefit ratio.
• Ensure adherence to all internal policies and compliance to legal and regulatory requirements

General
• Must be prepared/willing to do any other reasonable and lawful instruction/task and it is normally carried out on time and correct. 


Typical Daily Query handling 
• Account confirmation 
• Bank Rating Letters 
• Letters of Intent 
• Pricing queries 
• Statement Queries 
• Deposit Referencing 
• Additional account opening queries 
• Amortization schedule
• Charge fee statement or debit order
• Dormant account to reactivate 
• Status of application 
• Transfer queries 
• Bank Confirmation letters 
• Recall queries 

Minimum requirements

Experience/Knowledge and Skills
• At least 2-5 years’ retail branch experience
• Experience in a Corporate Banking and query handling environment will be an advantage
• Good financial, analytical and business writing skill
• Good planning an organising skills
• Exceptional interpersonal and client service skills
• Detail oriented and ability to multi-task with strong organisational and time management skills
• Strong understanding of corporate banking products, services and credit policies
• Knowledge of the Bank's systems, procedures and policies 
• Good calculation skills 

Qualification

• Grade12  
• A certificate in Banking (IOB), or any other related tertiary qualification

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