RAS Client Service Specialist

FirstRand Bank; Johannesburg; On-site; ZAR 350,000 - 520,000; Full time

Job summary

FirstRand Bank's RMB unit is seeking a Client Service Specialist to deliver proactive, accurate service for client accounts. You will handle domestic and cross-border payments, respond to inquiries, and resolve incidents within SLA while maintaining data accuracy.

The ideal candidate holds a relevant diploma and has 4–5 years in client service and payments, with a strong understanding of SWIFT structures. You will collaborate with stakeholders, monitor dashboards, and contribute to customer

Qualifications

• Diploma qualification.
• 4-5 years in Client Service Support and Delivery.
• 4-5 years handling domestic and cross-border payments.
• Strong understanding of SWIFT payment structures.

Responsibilities

• Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection.
• Attend to client requests, incidents, and queries, resolving within SLA and capturing details.
• Maintain static data for existing accounts and open/modify/close Rand accounts as required.
• Collate and produce client reports and dashboards for review and monitoring.
• Engage with stakeholders to drive process improvements and governance.

Skills

Client service excellence

Payments processing

SWIFT knowledge

Education

Diploma qualification

Job description

Job Description

Dear Future RAS Client Service Specialist,

RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact.

United by our proud heritage and strong ethics. Innovative ideas, it's the magic of our people and culture that sets us apart.

Now, is the time to imagine your next move with South Africa's number one employer in Financial Services for 2025, where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.

Are You Someone Who Can:

• Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application.
• Provide customers with relevant information to keep them informed of products and service options.
• Attend to client requests, incidents, and queries, acting speedily to reach resolution within the stipulated SLA, and capturing query details accurately for future reference.
• Remain cognisant of other relevant benchmarking metrics to meet or exceed client expectations through service delivery.
• Collate and produce relevant information in a timely manner for review.
• Analyse dashboards/Management Information to identify trends within clients, and to inform possible improvements.
• Provide required reporting to clients on a regular basis and on ad hoc occasions.
• Implement findings from client satisfaction surveys to better manage client needs.
• Adhere to and assist with the development of client retention policies.
• Participate in a service culture, building rewarding relationships, proposing innovations, and allowing others to provide exceptional client service.
• Maintain static data for existing accounts.
• Open, modify and close clients' Rand Accounts as required
• Engage in the maintenance of current client accounts and prepare for the onboarding of new clients.
• Provide clients with ad hoc daily cash prediction reports as required and assist clients with ad hoc audit confirmations.
• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence, and negotiate to achieve win-win outcomes.
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders' requirements are delivered.
• Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
• Anticipates consequences and adapts problem solving based on continual feedback.
• Implement, monitor and control business processes according to quality standards, policy, and compliance and governance requirements in area of accountability.
• Ensure the development, alignment, mapping, and implementation of end-to-end processes aligned to the customer journey map.
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy.

You Will Be An Ideal Candidate If You:

• have a relevant diploma qualification
• have 4-5 years' experience in Client Service Support and Delivery
• have4-5 years' experience handling domestic and cross-border payments
• have strong understanding of SWIFT payment structures

You Will Have Access To:

• Opportunities to network and collaborate
• Challenging Work
• Opportunities to innovate

Are you interested to take the step? We look forward to engaging with you further.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

13/11/26

All appointments will be made in line with FirstRand Group's Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.