Company Name: Rand Merchant Bank
Job Title : Differentiated Service Consultant C
Location : Gauteng
Deadline : 09 Dec 2016
Ref.No : IRC119838
Website : http://www.rmb.co.za/
Differentiated Service Consultant :
Purpose :
** To provide a high quality client service (insights, solutions and efficiencies) to a portfolio of corporate clients whilst continuously working towards a differentiated and proactive service offering.
Related : Smith Garb Credit Controller : www.southafricain.com/3007.html
Experience And Qualifications :
** Minimum Commerce-related Degree (e.g. Finance/Marketing/Business Development or similar
** Minimum 5 years general banking administration plus 3-5 years transactional banking service experience in the Corporate Banking environment;
** Experience in a client facing role (e.g. service or relationship management) advantageous
Additional Requirements :
** There are no additional requirements available.
Responsibilities :
** Receive transaction requests from clients (internal and external)
** Verify and validate client’s requests and transactions for accuracy against legal documentation
** Confirm the validity of request, banking details, type of transaction and volumes
** Execute request on system
** Assign instructions to Operations for processing
** Identify opportunities for efficiencies within client’s business Provide differentiated and proactive client service
** Obtain client service requests and take end to end ownership of them by:
** Utilising Spotfire to analyse the clients previous transacting behaviour and seeking suitable and effective solutions accordingly
** Providing proactive feedback to clients regarding their requests
** Proactively calling clients for feedback on service provided
** Monitoring and managing solutions until the implementation stage
** Work closely with Business Enablement and Coverage to ensure clients are attended to appropriately and outcomes are timeous as per SLA
** Provide input into SLAs in conjunction with Relationship Analysts and Relationship Managers from Coverage Analysis and reporting
** Review client transacting behaviour in order to identify product gaps and cross-sell opportunities
** Provide daily and monthly dashboards and send to relevant stakeholders
** Analyse and interpret dashboard reports in order to improve client service and solutions
** Discuss out of SLA queries with relevant stakeholders in order to identify challenges and reasons for occurrences
** Provide comprehensive feedback and comments on monthly dashboards
** Compile a monthly Solutions Report and send to management Risk mitigation
** Ensure all processes are correctly implemented and aligned with compliance; maintain zero tolerance
** Ensure staff on the clients side are appropriately skilled to manage mandates/resolutions
** Provide a weekly Risk Report if necessary and send to the Risk division
Recruiter Details :
Name : Garonessa Mulenga
Email : Garonessa.mulenga AT rmb.co.za
Contact Address :
4 First Place,
Bank City,
Johannesburg,
Gauteng, South Africa