Officer Administration Support at Stanbic IBTC

Job Description

• The Officer Admin Support is responsible for the fulfillment process, administration functions and to ensure that a high level of quality customer service is achieved and maintained.
• Although this role does not interact on a face to face basis with Customers, the fulfillment area is the engine room where all transactions are actioned and therefore has a direct bearing on quality customer service.
• Therefore work quality and to deliver against very specific timelines should be the ideal candidate’s absolute passion.

Customer Service:

• The most consistent aspect of this job is service delivery A day in the life of the Officer Admin Support begins and ends with the fulfillment of all transactional processes and procedures.
• Within this context, having a love for, interest in and a tolerance of data, processes and procedures and a eye for detail 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 delivering quality service and products consistently and on time.
• 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 Support Officer to fulfill on the specific requirements of each product and to provide quality service, it is absolutely critical that he/she fully understands the different products of the Bank.
• In addition providing constructive feedback and recommendations on how to improve SBs services and products is valued.

Routine:

• The Officer Admin Support's main function is to ensure a high standard of risk control through the appropriate actioning of required reports and adherence to laid down procedures.
• Excellent customer service stem from support officers doing things right the first time, therefore an eye for detail is very important.

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.