| Handle all functions associated with chequebooks, stop payments, standing order and issuing bankers cheques and drafts. Understand and effectively control the risks associated with bankers’ cheque, chequebooks, stop payments and standing orders. Maintain a high level of integrity and ethical standards. |
| KEY RESPONSIBILITIES/ACCOUNTABILITIES |
| Enquiries service - Control all routine aspects regarding chequebooks, standing orders, stop payments according to laid-down policies and procedures.
- Control all routine aspects regarding bank cheques according to laid-down policies and procedures.
- Ensure that the required controls are in place to minimize the risks associated with all of the above aspects of the job.
- Ensure high 5 process is adhered to.
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| KEY PERFORMANCE MEASURES |
- Accurate documentation and service routine.
- Processing timeframes for support functions and voucher flow within agreed standards.
- Satisfactory or better Inspection or Compliance reports for department.
- Satisfied and well-informed customers, measured by mystery shopper.
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| IMPORTANT RELATIONSHIPS |
- Maintain co-operative working relationships with branch management and staff as well as the OPC, IBC, credit, Home loans, HR, custody and, Customer Care Centre
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| PROBLEM SOLVING, PLANNING AND DECISION MAKING |
| Problem solving and decision making - Work within laid-down policy, procedures, system parameters and internal controls.
- Able to deal with a diversity of routine support problems using judgment and discretion.
- Resourceful, find practical ways to deal with work volumes efficiently while remaining focused on priority issues.
- Able to take the initiative within limits of authority.
Planning · Planning is generally on a daily to weekly basis within regular activity cycles |
| KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES |
| Skills and knowledge - Sound knowledge of the bank’s laid-down policies and procedures relating to enquiries.
- Sound knowledge of banking products/services and the procedures underpinning them.
- Knowledge of the Code of Banking Practice.
- Knowledge of the New Delivery System (NDS) as it relates to enquiries.
- Knowledge of Managing Local Market sales principles.
- Basic knowledge of the functions of the various departments within the branch and support entities such as the Operations Processing Centre (OPC).
Experience - 2– 3 Years branch banking experience, with exposure to enquiries.
Core Personal Competencies - Good verbal communication skills required for explaining banking procedures.
- Ability to convey factual information clearly.
- Ability to listen and probe effectively to determine customers’ real needs.
- Assertive – able to put forward an idea or view despite opposition.
- Resilient – able to retain optimism despite setbacks and not take criticism personally.
- Ability to remain calm and focused under pressure.
- Methodical, accurate, pays attention to detail.
- Results-orientated, adheres to turn-around times/deadlines.
- Customer service-orientated, able to maintain relationships even when communicating disagreeable information to customers.
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| RECOMMENDED MINIMUM QUALIFICATIONS |
| Education Level - Degree holder from a recognized University (min – 2nd class upper or equivalent).
Professional Qualifications · Banking examinations desirable. |
| CUSTOMER COMMITMENT DRIVERS |
| THE BANK IS ALSO COMMITTED TO PROVIDING EXCELLENT SERVICE AND EMPLOYEES ARE REQUIRED TO ALIGN THEIR BEHAVIOR TO THE FOLLOWING CUSTOMER COMMITMENT DRIVERS: Simplified baking - Banking that is simple to use and simple to understand, or a simple account for all my needs
Competence - Competent and reliable staff that are honest and trustworthy.
High customer regard - Unconditional positive regard for customers – a sincere appreciation and recognition of who a customer already is and the life he/she chooses to live. It gives the customer a sense of pride, worthiness and dignity. “Make me fee proud of who I am and how I choose to do things”.
Promptness - Prompt service performed right the first time and prompt query/complaint resolution.
Bank leadership Banking that is technologically advanced, innovative in introducing new ideas, and is modern and progressive.
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