Job Overview & Purpose:
The purpose of the role is provide a high level of customer service to our clients by completing the day to day operational and settlement activities of the business.
Job Overview & Purpose:
The purpose of the role is to provide a high level of customer service to our clients by completing the day to day operational and settlement activities of the business.
Key Responsibilities and Accountabilities:
Deliver high level customer service- Meeting agreed service level agreements (SLA’s)
- Process customer transactions and maintenance within agreed timeframes, including:
- Automatic payments, direct debits, direct credits, Internet Banking, Mobile Phone banking,
- Cross border telegraphic transfers
- Security Token issuance and maintenance
- Deposits – new, maturing, breaks
- Treasury reporting
- Deceased Estates, Audit Confirmation reporting, external agency requests
- Follow relevant procedures to fulfil requests received via customer contact channels for Rabobank
- Resolve problems by clarifying issues; researching and exploring answers and alternative solutions,
- Ensure all documentation and written correspondence is of a high standard
- Manage complaints and incidents according to relevant policy and procedures, escalating as required
- Ensure Treating Customers Fairly (TCF) principles are a foundation for all client interactions
- Adhere to bank policy and procedures at all times
- Accurate use of the Active Operations Workware platform
Skills:
- Clear written and verbal communication skills
- Positive customer focus and high level of quality customer service
- Professional interaction with client and branch staff and other business stakeholders
- Team player
- Able to prioritise tasks, multitask and meet deadlines
- High level of accuracy and attention to detail
- Strong analytical and problem solving skills
- Continuous Improvement focused
- Knowledge of common financial sector products, in particular lending, deposits, debit cards and transactional banking.
- Understanding of the Privacy Policy and relevant legislation
- Understanding of Financial Advice obligations
- Understanding of Risk and Controls relevant to the team and department
Qualifications:
- A tertiary qualification in a related field is preferred but not essential
- Previous experience in the financial services industry preferred.
Desirable:
- Experience with general banking operational processes
- Continuous Improvement focussed
0 - 3 years
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