Customer Liaison Officer

Standard Bank Group; Paarl; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading African financial services group seeks a dedicated customer service representative in Paarl. The successful candidate will provide exceptional service and be the first point of contact for customers. Responsibilities include assisting clients, resolving queries, and maintaining a professional branch environment. Required is a National Certificate (NQF5) and 1-2 years of branch banking experience. Fluency in English and local languages is advantageous. Join our team to contribute to meaningful client relationships and growth in Africa.

Qualifications

• 1-2 years of branch banking experience focusing on customer service.
• Proficiency in computer systems including banking software.
• Fluency in English and other local languages advantageous.

Responsibilities

• Greet and assist customers as they enter the branch.
• Identify and assess customer needs through active listening.
• Record and monitor customer inquiries accurately.
• Allocate customers to appropriate departments.
• Provide basic information and guidance on bank products.

Skills

Excellent communication

Interpersonal skills

Problem-solving abilities

Customer-centric mindset

Education

National Certificate (NQF5) or equivalent

Tools

Banking software

Job 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

We are seeking a dedicated and customer-oriented individual to join our team. In this role, you will be the first point of contact for our valued customers, providing exceptional service and ensuring their needs are met efficiently and professionally.

• Warmly greet and assist customers as they enter the branch, creating a positive first impression
• Identify and assess customer needs through active listening and questioning
• Record and monitor customer inquiries, ensuring accurate documentation
• Efficiently allocate customers to appropriate departments or specialists for further assistance
• Provide basic information and guidance on bank products and services
• Handle and resolve simple customer queries independently
• Maintain a high level of integrity and adhere to ethical standards in all interactions
• Collaborate with other team members to ensure smooth customer flow within the branch
• Stay updated on bank policies, procedures, and product offerings to provide accurate information
• Contribute to maintaining a clean and welcoming branch environment

Qualifications

• National Certificate (NQF5) or equivalent qualification

Experience

• 1-2 years of branch banking experience, focusing on customer service
• Excellent communication and interpersonal skills
• Proficiency in computer systems, including banking software
• Strong problem-solving abilities and attention to detail
• Customer-centric mindset with ability to work in a fast-paced environment
• Basic knowledge of banking products and services (preferred)
• Fluency in English and other local languages (advantageous)

Behavioural Competencies

• Following Procedures
• Interacting with People
• Managing Tasks
• Meeting Timescales
• Producing Output
• Showing Composure
• Team Working
• Upholding Standards

Technical Competencies

• Banking Process & Procedures
• Client Servicing
• Customer Reception and Channelling
• Product Knowledge (Consumer Banking)