Customer Consultant at Standard Bank - UK

Lilongwe, Lilongwe, Malawi -

Full Time

Start Date

Immediate

Expiry Date

31 Aug, 26

Salary

0.0

Posted On

02 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management (CRM), Digital Banking, Compliance, Know Your Customer (KYC), Anti Money Laundering (AML), Sales, Customer Service, Financial Accounting, Business Administration, Marketing, Client Onboarding, Risk Management

Industry

Financial Services

Description

Company Description Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you. Job Description To ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area (e.g. Network, subscriber billing, development). responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address, and therefore can be the first point of escalation for clients and frontline staff. Qualifications Qualification and Experience Degree in Business Administration, Marketing or Financial Accounting. 2 - 3 years' customer service experience in banking/insurance/financial services/client services environment. Previous experience within a branch banking or contact Centre environment with good understanding of bank processes, policies and products. Strong knowledge of customer relationship management (CRM) systems. Basic understanding of compliance, Know Your Customer and Anti Money Laundering requirements. Proven ability to meet sales targets and service standards. Good digital banking knowledge (mobile, internet banking platforms). Key Responsibilities Regularly develops opportunities for sales by actively searching for new contacts to expand sales opportunities. Forges business partnerships with Personal and Business Markets in the branch to leverage the interplay between segments for optimal growth and retention. Identifies migration opportunities and sells products/services proactively. Ensures that Customer on boarding process and entrenchment practices are followed all the time. Implements all the required steps and controls according to laid down procedures when opening accounts to minimize the risks associated with new business. Delivers exceptional customer service by resolving queries promptly and professionally. Ensures adherence to risk, compliance, and regulatory requirements at all times. Promotes digital banking adoption to enhance customer convenience and efficiency. Additional Information Behavioural Competencies: Developing Expertise Embracing Change Establishing Rapport Exploring Possibilities Following Procedures Generating Ideas Meeting Timescales Seizing Opportunities Team Working Technical Competencies: Application & Submission Verification (Consumer Banking) Banking Process & Procedures Client Acceptance & Review Customer Understanding ( Consumer Banking) Processing Product Knowledge (Consumer Banking) Business Segment: Personal & Private Banking

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Responsibilities

The role involves resolving complex customer queries and complaints while acting as an escalation point for frontline staff. Additionally, the consultant is responsible for driving sales growth, promoting digital banking adoption, and ensuring strict adherence to regulatory compliance.