Officer Corporate Client Care at Stanbic IBTC Bank

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

The Operations division of Standard Bank is at the very centre of all the bank’s procedures, enabling and optimising our Corporate and Investment Banking activities. We develop prototype concepts into robust, reliable solutions, constantly evolving our existing product range to help the bank maintain a competitive lead with our global clients. We are also in demand as internal consultants to the business, helping to manage the Bank’s assets through effective risk management and control systems. As part of this role we now seek an experienced Corporate Client professional, who will help guide our work to fulfill our ambitious growth strategy

Stanbic IBTC Bank is recruiting to fill the position of:

Job Title: Officer Corporate Client Care

Job ID: 12741
Location: Nigeria

Job Purpose

• To optimise Corporate Client Care fulfilment resources to achieve business objectives inline with the Business Support strategy and the Bank’s vision & values
• Maintain a corporate customer care team with focus on sales support, account opening and documentation, with the aim of providing a level of service which is of high quality and consistent with the standard of service delivered by other members of the Standard Bank Group.
• Ensure successful after sales service of all solutions delivered by Client Services and maintain a proactive means of identifying customers’ needs and service preferences

Key Responsibilities
Customer and Business Partner Relationship Management:

• Identifies customer service expectations, applies SLAs and aligns to the Customer Value Proposition in order to deliver an appropriate service.
• Investigates customers’ complaints relating to payments by continuously interacting with the various customers to ensure high service levels by Payment function

Cost Management:

• Implements tactical initiatives to reduce cost to ensure that budgets for the Payments function are met
• Ensures that throughput is maximised throughout the payments function by implementing principles of Lean manufacturing and Six Sigma

Operational Performance:

• Provide efficient and effective service by ensuring that customer queries are
• Managed effectively and we utilize customer feedback to enhance our offering.
• Understanding industry trends relating to telephone banking and query handling capabilities
• To understand and mould the Client Account Management area, ultimately driving the desired CIB and the teams business objective business objectives.
• Improving performance by raising efficiency through technology opportunities available.

Key Responsibilities include

• Answer incoming customer calls in a courteous and professional manner
• Respond to and investigate customer inquiries, concerns and issues via phone and email in a timely and courteous manner
• Provide answers to inquiries relating to products, account status and any other questions that may arise in accordance with the company’s guidelines and policies
• Contact customers (and other stakeholders) in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
• Refer unresolved customer grievances to designated departments for further investigation
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken
• Solicit sale of new or additional services or products
• Recommend improvements in products, service or billing methods and procedures in order to prevent future problems

Control:

• Compliance with processes and procedures in place within the region and align with benchmark Risk Management practices and the Corporate Client Care broader risk policies and procedures
• Ability to identify, accurately access and appropriately act on all aspects of risk associated with their specialist area, division and interdependent projects/ areas (including their client base, products, systems and services).

Self Development:

• Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications

Key Performance Measure:

• Consistent achievement of high levels of customer service and satisfaction
• Compliance and improvement on turn- around times (TAT)
• Improved customer service and satisfaction levels as per customer survey results
• Reduction of costs and increased throughput
• Compliance to regulatory requirements governing banking practices
• Effective management and mitigation of operational risks
• Management of relationships with suppliers and stakeholders
• Excellent Customer Handling Skills
• Attention to details, strong organisational skills and ability to learn very quickly and multi-task are critical
• Possess excellent communication and interpersonal skills (phone and written)
• Ability to make decisions quickly using good business judgement as well as comfortable with numbers
• Proficient with the use of access menus on Finacle
• Punctual, patient, friendly, trustworthy strong team player
• Ability to succeed in a fast-paced entrepreneurial environment

Required Skills and Qualifications
Qualifications

• Relevant Degree (B.Sc)
• Minimum of 2 years Customer service experience

Knowledge:

• Knowledge of banking products, account opening requirements and services, deposits, liquidity management (sweeping capabilities and rules), and other liability instruments.
• High customer service experience, ethic and responsibility
• Strong written, verbal communication skills and product/client presentation skills
• Good knowledge of Microsoft Office – (Word)
• SWIFT operations

Experience:

• Good customer service experience managing accounts
• Managing projects
• Building and maintaining relationships

Required Competencies
Technical Competencies:

• Risk identification and assessment skills
• People management skills

Personal Competencies:

• Good planning and query resolution skills
• Communicate effectively at all levels, take initiative, excellent listening skills
• Strong Customer Focus and continuous interface
• Strong interdepartmental skills, high customer service ethic and responsibility
• Technology Competent
• Analytical
• Team Player
• Decisive
• Planning and Organisational Skills

Application Closing Date
20th November, 2014

How to Apply
Interested and qualified candidates should:
Click here to apply online