Custody Client Service Specialist

4 weeks ago

Johannesburg, South Africa FirstRand Full time

Job Description

To support front office teams with confirmations, settlements and reconciliations across the various product sets.
- Demonstrate cost consciousness and awareness of personal contribution to costs and productivity.
- Identify and escalates potential risks that may lead to increased costs.
- Prevent wastage and identify process improvements to contain and reduce costs.
- Adhere to Organisational values and service standards and interact with and communicate with customers accordingly.
- Ensure first time resolution of customer queries or complaints and take ownership of any requirements
- and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level Agreements.
- Meet set turnaround times while ensuring own availability, reliability and accuracy.
- Propose improvements on internal processes that impacts service levels and customer satisfaction within
- area of accountability.
- Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help
- improve customer service.
- Establish relationships with relevant individuals and departments to deliver on work expectations.
- Adhere to relevant service level agreements to build trust in the relationship.
- Execute own work in accordance with the organisational values and code of ethics.
- Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
- Identify and escalate risk as normal part of work.
- Produce high quality work by adhering to predefined standards and procedures and in accordance with
- compliance and governance standards.
- Work with enhanced processes and procedures to maintain operational efficiencies.
- Deliver work in an accurate manner to ensure consistent results.
- Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality.
- Adhere to quality standards, turnaround times and Company policies and procedures.
- Complete relevant administration, reporting and updating of information accurately and on time.
- Provide timeous reports on operations, performance and audit findings.
- Report on transactional activity progression within set guidelines to provide timely information for decision
- making in area of accountability.
- Display attention to detail in checking instructions and ensuring trades are booked correctly on source systems.
- Monitor exceptions on confirmations that have been electronically generated.
- Ensure confirmation processing is within KRI deadlines.
- Monitor and follow-up outstanding confirmations in line with specific business requirements.
- Following stakeholder confirmation, perform settlements.
- Display accuracy and attention to detail in ensuring settlements are correctly processed in line with
- minimum standards.
- Monitor system alerts to confirm that settlements occurred successfully.
- Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence and negotiate to achieve win-win outcomes Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders requirements are delivered Preserves relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
- Anticipates consequences and adapts problem solving based on continual feedback Act speedily to resolve problems, queries and complaints.
- Adapt communication styles to meet the needs of different audiences.
- Analyse previous day's Exception Report and attend to any open items Investigate and resolve open exception items and escalate to relevant stakeholder(s) for resolution.
- Understand process flows in order to identify which systems are causing mismatches Liaise with clients, BT and or Dealers to resolve discrepancies, bugs and general issues.
- Seek out regular performance feedback and put actions in place to improve and enhance performance.
- Identify activities to address own development gaps.
- Create own personal development plan and review plan with team leader or manager.
- Understand which competencies and skills are required to be mastered to ensure personal development and performance.
- Keep abreast of learning opportunities, changing products and trends.
- Contribute to teamwork and inclusivity by working together to achieve team goals.
- Value individual contributions and respects diversity in the team.
- Share information and knowledge that benefits the team.

Job Details

Application Closing Date

11/05/24

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