Senior Consultant Client Service

2 weeks ago

Cape Town, Western Cape, South Africa Absa Bank Limited Full time
Bring your possibility to life Define your career with us

  • With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary

Provide an outstanding dedicated and relationship-based client experience to all Wholesale Banking Clients. Responding to customer enquiries, providing in-depth solution based support This role includes various aspects of voice and Face to Face advice, as well as a pro-active approach to supporting the client needs holistically

Job Description:

Accountability:
Deliver customer services, administrative support to wholesale banking client's base

  • Provide superior customer services and support to all Wholesale Banking clients as well as Relationship executives, transactional bankers, CSM's and TSS's in respect of rendering a consultative support role to their portfolio of clients.
  • Build and maintain strong relationships and good network of contacts with both internal and external customers to facilitate meeting job objectives and assist customers with general, and product administrative enquiries.
  • Ensure that risk compliance in respect of regulatory and statutory requirements is duly followed
  • Track and Analyse the root cause trends to improve customer complaints and escalations
  • Manage the implementation of new processes and systems to optimize the customer experience. Test the improvements with internal and external clients.
  • Identify and recommend new innovative ways of achieving quality results
  • Conduct regular interdepartmental meetings with frontline and other internal stakeholders and clients to improve service quality

Accountability:
Support the development and maintenance as well as streamlining of processes

  • Keep abreast of changes in transaction environment
  • Accumulate and analyse information for purposes of problem solving, advice and continuous improvement to ensure existing process, methods and systems integrity and record and compile accurate information for reporting on a monthly/quarterly basis.
  • Document experience gained and lesson learnt and drives formal knowledge sharing within the team to ensure complete alignment.
  • Promote provisioning of high quality and professional service and support to customers at all times especially when dealing with irate, antagonistic customers.
  • Proactively advise clients of changes to system issues and/or transacting processes where relevant.
  • Ensure that changes to processes are effectively incorporated into all Customer Servicing activities
  • Participate in the creation and implementation of Your view survey actions for the team.

Accountability:
Risk and Compliance

  • Remain alert and report real or potential risks identified from customer queries and assist with system testing.
  • Be familiar with all risk management and compliance processes and procedures relating to Wholesale Products, Services and Solutions.
  • Ensure that all activities performed in providing Customer Services comply in all respects with Absa's risk and compliance policies and procedures as well as legal and regulatory requirements
  • Keep team leaders informed at all times of suspicious transactions or requests
  • Ensure own regulatory and legislative training is completed on time.

Accountability:
Networking

  • Establish and maintain good professional relationships with relevant clients, i.e. liaise with internal and external customers on a face to face continuous basis to obtain information required for the effective resolution of problems/issues
  • Establish and maintain good professional relationships with all key Absa staff and management

Accountability:
Strategy, Change and Relevance in the industry

  • Play a key role in supporting business strategy and change
  • Continuously support the transition of clients onto new platform
Preferred Education

  • NQF Level 5 : Grade 12
Preferred Experience

  • Minimum 3 years General Banking experience
  • Minimum 2 years in a Customer Services role
Education

Higher Diplomas:
Business, Commerce and Management Studies (required)

  • Absa Bank Limited reserves the right not to make an appointment to the post as advertised_

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