Job Description

Job Summary

Job purpose

To take demand from walk-in customers for any cash related matters (e.g., teller, ATM, etc.) whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently delivers what matters to the customer within the parameters of the bank's financial offerings.

Duties

Receives guidance and coaching from Risk on Compliance on risks and legislative issues, as well as ensuring the receipt of clean audit reports.

• In conversing with walk-in customers, identify demand generation opportunities:

• Completes lead generation tracking forms as and when required. Ensures that all leads are logged correctly in the presence of the customer and identifies demand generation opportunities.
• Participates in specific campaigns and marketing activities as required.
• Proactively promotes the use of multiple channels to customers including mobile banking, internet banking and other non-branch channels.
• Accurately captures, updates or amends customer information and history notes.
• Engages with walk-in customers in order to understand what matters to the customer (i.e. determine the what, why, when, where and how) and delivers against those demands.
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
• Takes ownership of every cash demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
• Understands the risks associated with the handling of cash related demands (e.g., follows effective controls to minimise risk).
• Deals with general customer enquiries (as and when necessary) ranging from product questions to customer account activities (e.g., statements, debit order information, etc.)
• Attends to cheque encashments, PlusPlan withdrawals, cheque and/or cash deposits, bulk deposits, cash payroll cheques, etc. in line with laid-down procedures.
• Attends to requests for change transactions
• Ensures that cheques included in deposits are checked in terms of Duty of Care obligations.
• Ensures that all items cashed are within laid-down limits and refers all transactions exceeding limits to the appropriate area for authorisation.
• Accepts cash deposits in canisters and stop-loss bags from cash guards, following laid-down instructions regarding receipt and handling of canisters as well as acceptance of deposits (these functions are performed under CCTV surveillance).
• Pays out bulk cash orders and float requisitions, prepared according to customer specifications.
• Ensures that items cashed are technically correct and signed, according to laid-down instructions.
• Adheres to all laid-down policies and procedures regarding the handling, locking away and security of cash.
• Attends to value transactions.
• Assists with cash transactions captured by employees that do not operate tills.

Education and experience

Matric

FAIS accredited qualification

Personal and Business Banking (1-2 Years)

Valuing HR

Recruiter

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