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 Query 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: CIB Query Officer
Job ID: 12740
Location: Nigeria
Job Purpose
- The Query Officer (Enquiries) is responsible for assisting customers with queries relating to their accounts such as statements and related enquires with regards to their account maintained with the bank.
- Being the face of the Bank, the Query Officer represents the Bank and therefore Customer Service should be the ideal candidate’s absolute passion.
Key Responsibilities
- The most consistent aspect of this job is people. A day in the life of the Consultant Customer Service begins and ends with interacting and serving the Banks customers. Within this context, having a love for, interest in and a tolerance of people of all ages, races, convictions and attitudes is key.
- The catch phrase “customer care” and customer service are often heard but seldom really experienced. Some people naturally want to and are really talented at making others feel acknowledged, listened to, valued and heard. There are many ways of doing this but the result of friendly, competent and efficient service is always the same, a happy and loyal customer.
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
Key Performance Measures
- 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
Qualification:
Experience:
- 2-5 years cognate experience in a customer service role
Required Competencies
Personal competencies
- Microsoft Office
- Excellent Communication Skills
- Numerical and Analytical Skills
Application Closing Date
20th November, 2014
How to Apply
Interested and qualified candidates should:
Click here to apply online