Latest Jobs at Stanbic IBTC

To lead a team of consultants to assist and support the effective & efficient management of the Customer Contact Centre by providing first-line contact to customers. To ensure that the Voice Branch provides adequate inbound, outbound, sales and service support (including complaint and 2nd level query resolution) to customers in line with the relevant value propositions, frameworks and conduct requirements.

Job Responsibilities

• Oversee the activities of a team of Customer Care Centre Consultants and attend to customers
• Assist in ensuring the Customer Contact Centre is always functioning, documenting and reporting any interruption in service to the appropriate channel.
• Ensure all queries from existing and potential customers are effectively and promptly resolved.
• Assist in developing and maintaining a database of customers, providing support for effective customer profiling.
• Ensure Call Quality maintenance amongst the consultants

Qualifications

• First Degree

Experience

• At least 4 years' Experience within a contact centre environment (across sales and service). Experience of the bank's products, processes and systems. Experience in managing client queries and complaints.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Understanding People

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding (Consumer Banking)
• Product Knowledge (Consumer Banking)

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To conduct surveillance, analyse and investigate customers with respect to potential terrorist financing, proliferation financing and money laundering related to bribery, corruption, other predicate offences, or other suspicious activities.

Job Responsibilities

• Analyse all matters relating to high-risk customers containing adverse information, complex and significant issues to line management for immediate action to avoid operational losses, fines, penalties, or reputational damage to the organisation during transaction monitoring and reviews.
• Analyse alerts (System, Manual) to identify suspicious activities relating to money laundering & terrorist and proliferation financing.
• Assess the independent risk profiles of clients as a second line-of defence, in relation to consequential risks.
• Liaise with Regulators during spot checks and annual examinations as well as other routine interactions.
• Deliver holistically on all the regulatory and internal reporting requirements. 

Qualifications

• First Degree in Finance, Accounting, Social Science or related field

Experience 

• 3–4 years of experience in Anti-Fraud, Anti-Bribery, Market Abuse, Anti-Money Laundering (AML), and in combating the financing of terrorism (CFT), including surveillance and proliferation financing.

Behavioural Competencies:

• Checking Things
• Documenting Facts
• Embracing Change
• Examining Information
• Following Procedures
• Interpreting Data
• Upholding Standards

Technical Competencies:

• Client Knowledge
• Client Servicing
• Risk Awareness
• Risk Identification

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To grow and develop insurance income for the business and deliver profitable revenue streams from within and outside of the Stanbic IBTC Group. Ensure effective cross sell of insurance products and services across all major product lines. Execution of the regional sales strategy to achieve all revenue goals and targets through engagement with both external and internal stakeholders. 

Qualifications

• First Degree in any related discipline
• 5-7 years post-NYSC experience 
• Experience in a financial services is an added advantage
• Experience in cross selling of insurance products and services across all major product lines

Behavioural Competencies:

• Establishing Rapport
• Articulating Information
• Generating Ideas
• Convincing People
• Exploring Possibilities

Technical Competencies:

• Active Listening
• Effective Business Communication
• Query Resolution
• Customer and Client Focused Innovation
• Driving Delivery of Results