RAS Client Service Specialist

FirstRand; Johannesburg; On-site; ZAR 420,000 - 550,000; Full time

Benefits offered by this job

Challenging Work

Opportunities to network and collabo

Innovative environment

Job summary

FirstRand Limited in Johannesburg is seeking an RAS Client Service Specialist to deliver high-quality client support across channels, resolve queries within SLA and provide proactive information on products and service options.

You will analyze dashboards to identify trends, prepare client reports, and assist with onboarding for new clients while maintaining data integrity and Rand account activity.

Qualifications

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

Responsibilities

• Deliver high quality service to clients and respond to queries within SLA.
• Provide clients with information on products and service options.
• Analyse dashboards and reports to identify trends and inform improvements.
• Provide regular client reporting and onboarding support for new clients.
• Maintain static data and open/close client Rand accounts as needed.

Skills

Client service

Stakeholder management

Payment processing

SWIFT knowledge

Education

Diploma qualification

Tools

SWIFT

Job description

Job DescriptionDear 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.This role entails providing high quality service to clients to retain and enhance the client experience, responding to queries sent via the relevant communications / messaging channels.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 requiredEngage 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 qualificationhave 4-5 years’ experience in Client Service Support and Deliveryhave4-5 years’ experience handling domestic and cross-border paymentshave strong understanding of SWIFT payment structuresYou Will Have Access To:Opportunities to network and collaborateChallenging WorkOpportunities to innovateAre you interested to take the step? We look forward to engaging with you further. Apply now!#Post#RMB#LI-MM15Important Closing Date NoteTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.13/11/26All 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.