RAS Client Service Specialist

FirstRand Bank Limited; Sandton; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Opportunities to network

Challenging work

Opportunities to innovate

Job summary

FirstRand Bank Limited, trading as RMB, seeks a dedicated RAS Client Service Specialist in Sandton, Gauteng. The role focuses on delivering high-quality client service, handling queries, incidents and payments within SLA, and strengthening the client experience through proactive solutioning.

You will engage with stakeholders, maintain client data, support onboarding of new clients, and provide regular reporting.

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 service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application.
• Attend to client requests, incidents, and queries within the stipulated SLA, and capture query details accurately.
• Analyse dashboards/Management Information to identify trends within clients, and to inform possible improvements.
• Maintain static data for existing accounts and assist with onboarding of new clients.
• Provide required reporting to clients on a regular basis and on ad hoc occasions.

Skills

Client service

Payments

SWIFT payments

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. 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 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.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi-branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.