Officer, Sales Support at Standard Bank

To provide efficient support to the Consultant, Customer Service, Executive Banker, Business Banker in managing the customer portfolio for the branch (Zanzibar).

Customer Service:

• Adhere to the service standards and provide excellence customer service.
• Attend to customer queries within set timelines and escalate those that cannot be resolved to relevant departments.
• Open new accounts and process loans according to laid down procedures and agreed turn around times.
• On-board customers and manage customer relationships within the segment.
• Transfer and amend accounts as and when requested by customers and according to laid down procedures.
• Check, scan and submit accurate and complete loan documents to the Central Verification Unit as per laid down procedure.
• Conduct a needs analysis for the business customers within the portfolio and match with a solution.

Sales

• Adhere to the Sales High 5 standards
• Generate and provide leads to the Customer Consultant and other sales staff as appropriate.
• Cross sell banking products to customers within the branch

Risk & Control

• Adhere to the KYC policies and guidelines for both account opening and loan origination documentation.
• Maintain account opening documents and all records in accordance to set procedures, that is, locked away and properly filed)
• Call customers to follow up on non-performing loans, non-funded accounts, over-drawn accounts or dormant accounts.
• Action reports timely that include but are not limited to: referral reports, account opening and closing report, Signature Verification System, re-activated accounts and wrongly profiled accounts in accordance with laid down procedures. 
• Respond to and follow through all sales audit/risk issues raised by auditors within agreed timelines and in accordance with laid down procedures.

Qualifications

Type of Qualification: Bachelor degree in Business Studies or a related fields from a recognized University

Experience Required
Client Coverage

• At least two years branch banking experience.
• Exposure to customer service required
• Previous sales experience

Knowledge

• Sound knowledge of bank products/services
• knowledge of the risk management and credit principles
• Sound knowledge of the bank's policies and procedures relating to all areas under his/her control. 
• Knowledge of Service standards
• Knowledge of the Core Banking system.
• Good knowledge of bank policy regarding product criteria, pricing, charges and interest rates.
• Understanding of financial statement.
• Knowledge of competitor products and services.

Additional Information

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Checking Details
• Conveying Self-Confidence
• Developing Expertise
• Following Procedures
• Managing Tasks
• Meeting Timescales
• Producing Output
• Providing Insights
• Upholding Standards

Technical Competencies:

• Client Servicing
• Client Value Propositions
• Compliance
• Telephone Caller Handling
• Verbal Communication