I. JOB DESCRIPTION

Links to structures

Job function*

Agent, Customer Service

Job family*

Relationship Management

Job reports to*

Team Leader Customer Service

Career type*

Functional / Specialist

Contribution

Level of Work*

2 - Supervisory and Analytical

Job purposedescription*

• Attend to customers general enquiries, queries and requests in line with laid down procedures,
• Identify customer needs and where necessary refer customers to the Branch manager,
• Handle all routine functions associated with enquiries counter like issuance of cheque books, Bank cheques, statements,
• Provide a consistently high quality frontline transaction service to customers encompassing the cashing of cheques and other items, acceptance of deposits (including cheque deposits)  and the provision of foreign notes and change transactions,
• Process tax payment submitted by clients according to regulatory delays.

Job criticality

Operationally Critical

Key responsibilities*

Output group 1*

Deliver excellent, consistent Customer Service

Outputs and measures*

• Attend to all customers’ enquiries and requests promptly in the banking hall and on telephone for improved customer service delivery.
• Make recoveries on chequebooks, stop payments and provisional statements issued on daily basis in accordance with applicable charges to ensure that there is no revenue leakage.
• Attend to stop payments by creating them on the system as soon as they are received and ensure that the applicable commission is levied.
• Ensure that chequebook requests are handled in accordance with laid down procedures

Measures:

• Overall customer service rating
• Revenue recovery
• Turnaround times for capturing of stop payments and chequebook requests

Output group 2*

Provide cash and cheque services to customers

Outputs and measures*

• Serve Customers by attending to cheque encashment, withdrawals and deposits according to laid down procedures.
• Guard against fraudulent transactions by subjecting to UV light all cheque deposit, all cheque.
• Withdrawals and identity documents.
• Ensure that all items cashed are within laid-down limits and refer all transactions exceeding limits to the appropriate area for confirmation and authorisation.
• Ensure that items cashed are technically correct and signed, according to customers mandates to avoid losses that may arise as a result of disputes.
• Check audit trails to ensure all entries are correctly passed and confirm the same by signing the indemnity form.
• Understand the risks associated with the control and handling of cash, and maintain effective controls to manage these risks. Maintain a high level of integrity and ethical standards

Measures: 

• Number of losses
• Teller difference
• Turnaround time per transaction
• Overall customer service rating

Output group 3*

Control of daily cash received and paid out

Outputs and measures*

• Adhere to all laid-down policies and procedures regarding the handling, locking away and security of cash/assets to avoid losses.
• Ensure cash holdings are kept within prescribed limits at all times.
• Balance cash daily and report any differences promptly.
• Collate and reconcile daily cheque deposits received and remit to processing area per scheduled timelines

Measures: 

• Overall cash differences
• Daily cash holdings within the limit

II. REQUIREMENTS

Qualifications

Minimum qualification 1*

Grade 12

Experience

Experience required 1*

Job Function:Corporate Banking
Job Family:Relationship Management
Years:3-4 Years
Experience Description:2-3 Years banking experience with exposure to customer service

Behavioural Competencies

Behavioural competency 1*

Competency Label:Establishing Rapport
Competency Description:This competency is about the behaviours an individual should employ in order to effectively engage people, establish positive personal contact and improve the likelihood of maintaining positive relationships. This competency is therefore about putting people at ease, making friends and helping people feel welcome.

Behavioural competency 2*

Competency Label:Resolving Conflict
Competency Description:This competency is about effectively dealing with disagreements and conflict in the workplace. In order to demonstrate being competent at resolving conflicts in the workplace, individuals are expected to demonstrate that they are able to effectively handle angry individuals and emotionally charged situations.

Behavioural competency 3*

Competency Label:Team Working
Competency Description:This competency is about working well in a team.  In order to develop this competency, individuals are encouraged to acknowledge the views and contributions of others, and to involve others in decision-making.

Behavioural competency 4*

Competency Label:Understanding People
Competency Description:Behaviours that are emphasised to develop this competency include listening to others, understanding why people behave the way that they do and showing empathy.

Behavioural competency 5*

Competency Label:Following Procedures
Competency Description:The important behaviours associated with “Following Procedures” in the organisation include adhering to rules, following instructions and being risk averse.

Behavioural competency 6*

Competency Label:Completing Tasks
Competency Description:This competency is about completing tasks and projects in a structured manner by employing effective planning and prioritising skills. Once tasks have been planned and priorities have been set, individuals also need to be able to manage the project or task to completion in order to demonstrate effectiveness.

Behavioural competency 7*

Competency Label: Checking Details
Competency Description: This competency is concerned with the careful checking and confirmation of details in a task. Another behaviour associated with the “Checking Details” competency is being accurate. Being accurate requires individuals to have a strong quality orientation as well as to be thorough and detailed in their approach when completing tasks in order to avoid making mistakes.

Technical Competencies

Technical competency 1*

Competency Label:Heart of Customer Experience
Competency Description:Within the Standard Bank Customer Experience Framework, the ability to treat the customer with respect and dignity, at a personal level, in a positive and friendly manner.
Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 2*

Competency Label:Mind of Customer Experience
Competency Description:Within the Standard Bank Customer Experience Framework, is competent and skilled to enhance the customer experience: the ability to educate a customer.
Proficiency Level:SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 3*

Competency Label:  Attitude of Customer
Experience Competency Description:  Within the Standard Bank Customer Experience Framework, the ability to represent the values of Standard Bank, take ownership and show passion for customer service.
Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 4

Competency Label: Client Servicing
Competency Description:  The ability to respond to client requirements, queries and complaints and log order entries into relevant company system.
Proficiency Level: SEASONED - Applies concepts without requiring supervision, able to provide technical guidance when required

Technical competency 5

Competency Label:  Deposit processing Withdrawal Processing
Competency Description:  Ability to execute the process to capture the deposit, including cheque deposits, count the cash and account for the cheques as well as to spot potential issues around fraud or money laundering. Ability to execute the process for cash withdrawals according to laid down guidelines as well as to spot potential issues around fraud or money laundering
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept

Additional Job Dimensions

Business accountability: Impact on end result*

Contributory -- Advisory or facilitating services for use by others

Description or examples: The level of customer service impacts directly on the customer satisfaction measures and ultimately the net promoter scores. The telling service has direct financial impact if procedures are not followed and direct impact on service scores where poor customer service is delivered

Typical direct reports for this job*

Number: No direct reports

Indirect reports

Number: No Indirect Reports

Financial accountability*

Type of Budget: No Budget Managed

Internal relationships*

Business area: Operations
Job: Customer services
Nature of relationship: Provide and receive a service
Sphere of influence: Limited to their department only
Description or examples: Interact where second level query resolution is required

External relationships*

Role type of external contact: Customer
Nature of relationship: Provide customer service
Description or examples: Interact with client where necessary

Accountability for problem solving*

Degree of guidance received to solve problems:  Standardised - Substantially diversified procedures, general supervision Description or examples: The customer service agent must be able to listen to the customer’s problem and then based on their knowledge of the banking system and processes provide a suitable solution to the customer

Degree of original thought required to solve problems: Variable - Differing situations within boundaries of experience

Description or examples: Different clients have different needs and queries and the customer service consultant must be able to respond accordingly

Degree of guidance received to solve problems:  Routine - Standard instructions and close supervision Description or examples: Understands the process and procedures for handling cash and cheques and is able to identify when a matter needs to be escalated to the management team

Degree of original thought required to solve problems: Variable - Differing situations within boundaries of experience Description or examples: The customer service agent needs to apply their knowledge of the different types of notes and cheques in the market to determine how these items should be handled

Accountability for planning of activities*

Specific tasks are performed

Description or examples: Daily routine tasks such a chequebook receipt and storage. Most daily activities are determined by the client need for the day. Daily feedback is required on all queries handled and follow up done daily on resolution of outstanding queries. The CSA performs the opening and closing of their till at the start and end of every business day. Cash is received and returned to the vault at the start and end of the business day. Customer transactions are processed as and when customers want to transact

Discretion allowed for decision making*

Controlled - Existing work instructions and established routine

Description or examples: The customer service agent must operate within the laid down guidelines and procedures. Any exceptions must be referred to line management

Work environment*

Working Conditions: Regular overtime may be required
Physical Requirements: No specific physical requirements