PRESTIGE BANKER

Sales & Service

• Opening Current accounts, savings products, packaged loan products, card products, and any other bank product or service assigned for sales, etc.
• Undertake customer service initiatives/requirements for face-to-face customers to pre-determined service standards
• Building relationships with existing customers to pro-actively anticipate and address future customer needs and identify sales opportunities
• Cross-sell appropriate customer needs related products face to face
• Complete follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant operation of the branch
• Aid customers in completion of Bank stationary, forms etc.
• Introduce customers to appropriate product/segment specialists
• Absorb and respond to in-bound and out-bound marketing, special campaigns, promotions etc.
• Deal with handling complaints in the Banking Hall
• Review merchandising – general Banking Hall appearance, displays, cleanliness, tidiness etc.

Business Management

• Maintain statistics and monitor progress of target reporting
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

Risk and Controls

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards

Technical Skills / Competencies

• Keyboard skills to operate relevant Customer Systems
• Basic numeracy for maintaining sales records
• Tact and diplomacy
• Empathy
• Communication skills particularly oral
• Presentation skills
• Networking
• Commercial Awareness
• Building Relationships quickly
• Effective interpersonal skills (effective questioning and active listening)
• Service Excellence
• Personal Drive
• Ability to plan and organize

Knowledge, Expertise and Experience

• Operated in a customer facing role where service is paramount
• Experience in service and sales environment
• Has experienced a target driven role
• Knowledge of Banking products, tariffs and services and knowledge of bank systems
• Customer service standards
• IT literate
• Sales standards in line with regulation
• Competitor information in relation to products and service
• Good knowledge of Bank’s internal systems
• Awareness of Group Services e.g. Absa card, Credit Scoring Unit and Central Operations Processing
• Detailed knowledge of the Bank’s Account Opening Policies and Procedures

Other Requirements Specific to the Role

• Courtesy when dealing with a range of customers
• Initiative required to satisfy customer needs and seize sales opportunities

Training Requirements

• Sales process and selling training
• Service modules and minimum regulatory training
• Technical training to ensure competence in account opening, and various bank systems
• Personal Banker’s Course
• Sales & Marketing Course
• Credit Scored Personal Lending Products
• Account Opening Procedures
• Know Your Customer Education
• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)