Prestige Customer Service Advisor

About the Role

Join a distinguished financial institution boasting over a century of banking heritage and an expanding African footprint, where your career can flourish amidst our growth and innovation. As a Prestige Customer Service Advisor, you will play a pivotal role in delivering top-tier service to walk-in Prestige and Premier banking clients by handling cash transactions, issuing banking instruments, supporting sales efforts, and upholding stringent operational controls.

Key Responsibilities

• Execute cash and financial instrument transactions with accuracy, including dispensing and receiving cash, cheques, drafts, and foreign currency items in line with bank procedures.
• Verify transaction details meticulously before processing to avoid errors and escalate any concerns or transactions exceeding teller limits to management.
• Assist customers in completing documentation such as deposit or withdrawal slips, and ensure all transactions are duly authorised and recorded on the bank’s systems.
• Issue physical banking instruments like debit/credit cards, cheque books, and PINs, managing application processes and liaising with the card centre to track issuance timelines.
• Update customer account information including addresses, names, and standing orders with precision and maintain proper filing of all customer instructions.
• Deliver advisory support to customers regarding transaction processes, address enquiries effectively, and escalate unresolved issues appropriately.
• Manage customer feedback by explaining its importance and logging queries using the bank’s system for effective resolution and follow-up.
• Identify potential sales opportunities through customer interaction and account reviews, referring leads to relevant advisors and supporting branch campaigns as needed.
• Perform daily cash reconciliation of tills, secure cash holdings following prescribed protocols, and coordinate with cash custodians for timely cash replenishment or repatriation.
• Conduct ad hoc checks and maintain comprehensive transaction documentation for compliance reviews.
• Reconcile stock of physical banking materials such as ATM cards and cheque books ensuring strict adherence to operational procedures.

Risk and Compliance

Ensure full compliance with regulatory standards, internal operational risk frameworks, and bank policies throughout all functions and duties performed.

Qualification

Possession of a Further Education and Training Certificate (FETC) in Business, Commerce, or Management Studies is required.