Job Title: Prestige Banker

Job Summary:

Based in a branch, the Prestige Banker will be responsible for selling products and servicing customer needs on a proactive and reactive basis. The role holder will be required to meet minimum performance standards across service and sales, meeting a minimum number of sales per week based on an appropriate product mix. The role is based in a named Branch, but the role holder will be expected to work in and support other local branches as and when required. The role operates using pre-programmed systems and well-defined procedures, but there may be times when the role holder must address unforeseen situations, escalating to more senior levels as appropriate.

Job Description:

Main Accountabilities and Approximate Time Split:

95% Sales & Service:

• Opening current accounts, savings products, packaged loan products, card products, and any other bank product or service assigned for sales, etc.
• Undertake customer service initiatives/requirements for face-to-face customers to pre-determined service standards.
• Opening current accounts, savings products, packaged loan products, card products, etc.
• Handle relationships with existing customers to pro-actively anticipate and address future customer needs.
• Utilize call programs to identify needs.
• Make customer contact/calls when needs related products face to face.
• Undertake follow-up paperwork and undertake administration activities to ensure effective, efficient, and compliant implementation of sales.
• Attend local customers to complete ad hoc administration tasks.
• Support initiatives to gain better penetration/product/segment specialists.
• Participate in initiatives to achieve the Branch Objectives.
• Promote and sell agreed products to new customers.
• Undertake prospecting initiatives in the Banking Hall.
• Liaise with Marketing Units, product specialists, special campaigns, promotions, etc.
• Works to achieve service and sales targets.
• Maintain statistics and monitor progress of target reporting.
• Ensure on-boarding process and relationship deepening.
• Deliver an individual assigned financial target on local business.

5% Business Management:

• Maintain statistics and monitor progress of target reporting.
• Risk and Controls Objectives.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Absa Operational Risk Framework and internal Absa Policies and Standards.
• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture.
• Understand and own one of the end-to-end processes in which you play a part, including applicable risks and controls.
• Adhere to Absa’s policies and procedures applicable to own role, demonstrating sound judgement and responsible risk management.
• Report all risk events/incidents/issues using the defined process for your business area and help to understand why these happened and how to prevent them in the future. Proactively look for ways to improve the control environment by considering what could go wrong in the processes you operate and how errors could be prevented.
• Continuous and proactive engagement with regulatory bodies, unions where applicable.
• All mandatory training completed to deadline.
• Be seen/heard doing/being:
  • In an Operations context:
    • Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice, sharing it with colleagues and applying it to day-to-day operations.
    • Supporting and, where appropriate leading, effective client meetings; understanding and owning the customer’s goals, promoting the full range of Absa products, and continuously developing long-term loyalty to Absa.
    • Planning and organizing their schedules and time to invest in high-value activities, building in buffer time for breaks and ad-hoc activities.
    • Seeking feedback on their own performance from others and taking action to develop and improve.
    • Being an active member in the development of a “team culture” across the Branch, including the Specialist sales teams.
    • Addressing customer complaints and requests for support.

Skills & Competencies:

• Keyboard skills to operate relevant Customer Systems.
• Basic numeracy for maintaining sales records.
• Tact and diplomacy.
• Empathy.
• Communication skills particularly oral.
• Presentation skills.
• Networking.
• Commercial awareness.
• Building Relationships quickly.
• Effective interpersonal skills (effective questioning and active listening).
• Service Excellence.
• Personal Drive.
• Ability to plan and organize.

Knowledge:

• Awareness of Banking products, tariffs and services and knowledge of bank systems.
• Customer service standards.
• IT literate.
• Sales standards in line with regulation.
• Competitor information in relation to products and service.
• Fully conversant with all Personal Sector products/services/tariffs.
• Detailed knowledge of relevant Customer systems to sell.
• Good knowledge of Bank’s internal systems.
• Awareness of Group Services e.g., Absa card, Credit Scoring Unit and Central Operations Processing.
• A detailed knowledge of the Bank’s Account Opening Policies and Procedures.

Other Requirements Specific to the Role:

• Courtesy when dealing with a range of customers.
• Initiative required to satisfy customer needs and seize sales opportunities.
• A well-developed target driven role.

Absa Values:

• Trust.
• Resourceful.
• Stewardship.
• Inclusive.

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)