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In 1965, the Standard Bank of South Africa merged with the Bank of West Africa acquiring businesses including a banking operation in Nigeria, which dated back to 1894. The name was then changed to Standard Bank of West Africa. Four years after the merger, Standard Bank Nigeria was incorporated locally to take over the business in Nigeria. In 1971, 13% of the...
CUSTOMER SERVICE
• OVERALL CUSTOMER SERVICE DELIVERY AND ENQUIRY HANDLINE IN THE BRANCH
• EVALUATE CUSTOMER NEEDS AND PROVIDE HIGH LEVEL, ACCURATE INFORMATION AND ADVICE ON PRODUCTS AND CHANNELS.
• CROSS-SELL BANK PRODUCTS/CHANNELS TO EXISTING CUSTOMERS
• MIGRATE CUSTOMERS TO THE REMOTE CHANNELS THROUGH ONLINE ACTIVATION, ESTATEMENTS AND ATM USAGE
• PREPARE WEEKLY REPORTS ON SERVICE ISSUES AND COMPLAINTS TO THE SERVICE QUALITY TEAM
• SUPPORT ACQUISITION AND GROWTH OF CUSTOMER BASE THROUGH REFERRALS
• MANAGE, HANDLE AND RECORD CUSTOMER COMPLAINTS
• DELIVER COMMUNICATION ON PRODUCT AND CHANNELS TO CUSTOMERS IN AN EFFECTIVE AND EFFICIENT MANNER.
• CUSTODIAN OF THE FOLLOWING BANKING INSTRUMENTS: CARDS, CHEQUE BOOKS, FRONTLINE REGISTERS
• RECOMMEND PROCESSES AND SERVICE IMPROVEMENTS, BASED ON CUSTOMER FEEDBACK AND OBSERVATIONS, TO THE HEAD OF FRONTLINE EFFECTIVENESS AND AT THE VoF FORUM (QUARTERLY)
• OVERSIGHT OF QUEUE MANAGEMENT AND BANKING HALL LOOK AND FEEL
• OVERSIGHT OF MARKETING COLLATERAL AND POSITIONING
KYC
• Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to:
“Identifying your customer, knowing your customer, reporting suspicions, safeguarding
records and not disclosing suspicions to Customers”.
Key Roles & Responsibilities
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Qualifications & Skills
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
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