Customer Liaison Officer

Standard Bank; Worcester; On-site; ZAR 150 000 - 250 000; Full time

Job summary

A leading South African bank is looking for individuals to ensure an exceptional branch experience by being the first point of contact for customers. Responsibilities include assessing customer needs, managing customer flow, and professionally addressing service requests. Required qualifications include a National Certificate in Banking and experience in frontline customer service. Commitment to compliance and customer satisfaction is essential, making this role critical to maintaining the bank's high service standards.

Qualifications

• Minimum of 1 to 2 years of experience in branch banking or customer service.
• Demonstrated ability to handle enquiries and complaints professionally.
• Experience in identifying customer needs and support for product migration.

Responsibilities

• Deliver exceptional customer experience as a first point of contact.
• Assess customer requirements and direct them to appropriate channels.
• Manage customer flow and prevent escalation of issues.

Skills

Customer service

Communication

Problem-solving

Education

National Certificate in Banking (NQF Level 5)

Tools

Core banking systems

Digital platforms

Job description

Overview

Job Overview

To deliver a consistently professional and welcoming branch experience by acting as the first point of contact for customers, accurately identifying needs, directing customers to the appropriate service channel or banker, resolving routine service requests, and supporting seamless customer flow while adhering to all risk, compliance, and ethical standards.

Responsibilities

• Deliver an exceptional first point of contact experience by professionally welcoming customers, understanding their needs, and creating a positive and efficient branch environment.
• Accurately assess customer requirements and direct customers to the appropriate banker, specialist, or service channel to ensure effective and timely resolution.
• Proactively manage customer flow within the banking hall, intervening early with dissatisfied or vulnerable customers to prevent escalation and protect the customer experience.
• Resolve routine customer service requests and enquiries efficiently, ensuring accurate capturing, tracking, and follow-up within agreed service timelines.
• Identify customer migration and cross-sell opportunities during service interactions and ensure all leads are logged correctly and transparently in the presence of the customer.

Qualifications

National Certificate in Banking (NQF Level 5), FAIS-recognised, or a higher relevant banking or financial services qualification.

Experience Required

• Minimum of 1 to 2 years’ experience in a branch banking, frontline customer service, or client liaison role within a financial services environment.
• Demonstrated experience in handling customer enquiries, service requests, and complaints with professionalism, empathy, and a strong service mindset.
• Proven ability to work with core banking systems and digital platforms, including accurate capturing of customer information and service history.
• Exposure to identifying customer needs and supporting product migration, referrals, or service optimisation in line with business objectives.
• Sound experience in operating within strict compliance, risk, and governance frameworks while maintaining a high standard of customer care.

Behavioral Competencies

• Documenting Facts and Interpreting Data
• Embracing Change and Thinking Positively
• Following Procedures and Upholding Standards
• Interacting with People and Team Working
• Managing Tasks and Meeting Timescales
• Producing Output and Showing Composure

Technical Competencies

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

Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any from of payment as part of our recruitment process. If you experience this, please contact our Fraud line on [phone] or [e-mail]