Real Jobs Quick : 1. Customer Consultant 2. Consultant Customer Service at Stanbic IBTC

Job Title:  i. Customer Consultant

                 ii. Consultant Customer Service

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa’s financial system for 150 years, and now spans 16 countries across the African continent.

Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices.

i. Customer Consultant

Job Description
The Customer Consultant is responsible for active sales within the Branch context. Customers who have a need to open/close accounts or who require advice on any product or service of the Bank will see the Customer Consultant. They will then determine the customer’s needs and make recommendations around the best product and/or solution.

Solution based Sales

• The most important aspect of the Customer Consultant’s role is the interaction with customers.
• Customers are being interviewed on a daily basis to determine their specific financial needs.
• Although the Customer Consultant has very specific sales targets, the sales strategy is re-active with customers coming into the Branch to see the Consultant.
• It is critical for the consultant to have very good personal and interpersonal skills which he/she will use to determine the specific financial solutions needed by the customer.
• Although re-active the Consultant must have the ability to “close the deal”, thereby contributing to the revenue stream of the Branch.
• To safeguard the customer, advice given by the Customer Consultant needs to comply with very specific Financial Regulatory requirements (these may vary from Country to Country)

Position Requirements
Product Knowledge:

• In order for the Customer Consultant to provide the customer with financial solutions, it is absolutely critical that he/she fully understands the different products of the Bank.
• The consultant is seen as the product expert in the Branch.
• Over and above the interaction with customers the Consultant often need to up-skill the branch staff on new and existing products.
• The Customer Consultant also manages and track cross selling and lead generation opportunities and ensures that the Branch team’s sales and service targets are being met.

Customer Service:

• Although the main focus of the consultant is sales he/she must understand and manage the impact of his/her actions and advice on the customer’s overall service experience.
• In many cases the fulfillment of the sales transaction happens outside the Branch – it is very important for the Consultant to understand these processes and build quality relationships with these service providers.

Credit Management:

• Credit is a product offering of the Bank and it is important that the consultant fully understands the credit process.
• Coupon lending applications need to be submitted to Credit for sanctioning, it is critical that the Consultant provide accurate information in order for the correct lending decisions to be made.

Routine:

• Due to the fact that customers open new accounts and or apply for different products i.e.: current accounts, credit cards, home loans etc, it is absolutely critical that the correct information is obtained from customers to comply with the Bank’s laid down procedures and Financial Regulatory requirements.
• Excellent customer service stems from Consultants doing things right the first time – an eye for detail is a must.

ii. Consultant Customer Services

Position Description
Consultant Customer Service:

• The Consultant Customer Service (Enquiries) is responsible for assisting customers with queries relating to their accounts such as statements, debit orders, collection of cheque books etc. Being the face of the Bank, the Consultant Customer Service represents the Bank and therefore Customer Service should be the ideal candidate’s absolute passion.

Customer Service:

• The most consistent aspect of this job is people. A day in the life of the Consultant Customer Service begins and ends with interacting and serving the Banks customers.
• Within this context, having a love for, interest in and a tolerance of people of all ages, races, convictions and attitudes is key.
• The catch phrase “customer care” and customer service are often heard but seldom really experienced. Some people naturally want to and are really talented at making others feel acknowledged, listened to, valued and heard.
• There are many ways of doing this but the result of friendly, competent and efficient service is always the same, a happy and loyal customer.

Position Requirements
Product Knowledge:

• In order for the Consultant Customer Service to answer customer queries and to provide quality service, it is absolutely critical that he/she fully understands the different products of the Bank.
• The Consultant Customer Service also needs to identify and pass on cross selling and lead generation opportunities.
• Knowledge of the different products offered, together with having the ability and desire to keep up to date with the market and product changes, is a must. In addition, providing constructive feedback and recommendations on how to improve SBs services and products is valued.

Routine:

• The Consultant Customer Service’s main function is to handle customer queries, hand out cheque books, MasterCards, ATM cards, stop payments/stop orders, provisional and collect statements, all functions which need to be conducted in line with very specific laid down procedures.
• Excellent customer service stems from doing things right the first time – an eye for detail is, therefore, imperative.

Compliance:

• Banks work and operate within a very strict legal framework.
• The Consultant Customer Service needs to know and consistently apply these rules, processes and regulations across products and customers.
• Often this implies taking the time to explain the “red tape” to customers in a way that makes sense to the customers impacted.
• We began this description by speaking about the people aspect of the role, well compliance can also be applied to people and relationships.
• Building trust through maintaining high levels of honesty and confidentiality is paramount to the values of the Bank and success of this role.

To apply, click on any of the Job Title of your interest from below: 

·  Customer Consultant

·  Consultant Customer Services