Job Title: Enquiries Officer (GMO)
Job ID: 5729
Location: Lagos, Nigeria
Employer: Stanbic IBTC Bank Plc (part of Standard Bank Group)
Employment Type: Full Time – Permanent
Shift: Yes
Regulatory Approval: No
Purpose of Job: Provide a consistently high quality frontline transaction service to customers. Maintain a high level of integrity and ethical standards.
Key Accountabilities/KRA:
Cheque books:
• Order cheque books for walk in customer according to laid down procedures.
• Hand up cheque books to customers according to laid-down instructions.
• Assist with balancing of cheque books, when required.
• Handle cheque books (including cheque books to/from away branches) according to laid-down policies and procedures.
• Ensure that cheque book cabinets are locked overnight.
Automated Teller Machine (ATM) cards:
• Order ATM cards for walk-in customers according to laid-down procedures.
• Issue ATM cards according to laid-down policies and procedures.
• Request the Team Leader Customer Service to issue the Personal Identification Number (PIN) codes to the customer.
• Attend to linking/de-linking of accounts to ATM cards for walk-in customers.
• Handle ATM cards according to laid-down policies and procedures.
Stop Payments and Standing Payment Orders:
• Action and capture Stop Payments (Form 00029078) and Standing Payment Orders (Form 00017381) for all walk-in customers.
Bank Cheques and Drafts:
• Complete Balance/Cheque/Statement Request Form 00029023 and obtain customer's signature.
• Refer requests for issuing of Bank Cheques / Drafts to the Team Leader Asset Custodian after obtaining the relevant details from the customer.
• Hand-up Certified Cheques / Bank Drafts according to laid-down procedures.
Statements on Requests:
• Attend to requests for and hand up statements to customers according to laid-down procedures.
• Conduct audits of statements on a monthly basis and destroy all statements in accordance with laid-down procedures.
Reactive Selling:
• Identify cross-selling and migration opportunities and sell products/services reactively.
• Participate in tactical sales/marketing activities as required.
Routine:
• Attend to balance enquiries.
• Assist customers with the completion of forms relating to IAML.
• Attend to IAML requests.
• Complete Balance/Cheque/Statement Request Form 00029023 and obtain customer's signature.
• Receive unpaid cheques from OPC for collection by customers.
• Hand up unpaid cheques for collection when customers call to collect.
• Obtain customer's signature on Inward Unpaid Cheques returned to customers Form 045638.
• Hand up collect mail.
• Capture change of address and telephone numbers for walk-in customers.
• Attend to written inter-account transfer instructions.
• Attend to the posting of all value transactions within own level of authority.
• Update the NFIU Report with all value transactions posted over (1,000,000 One Million Naira for Personal Accounts and 5,000,000 Five Million for Business Accounts).
• Advise Team Leader Customer Service to authorize all value transactions posted.
• Attend to Cash Transfer customer requests (CT).
• Attend to Western Union Money Transfers.
• Attend to filing for own department.
• Complete Customer Query Form 00140821, obtain customers signature and source documents where applicable.
• Forward completed Customer Query Form 00140821 to the Consultant Customer Care / Head Service Support / OPC for resolution.
• Attend to call over
• Sign the Locking Away Record 00006871 daily.
• Receiving of caution notices and other mails
Registers:
• ATM Card & PIN Register – Record ATM Card & PIN to be collected by customer.
• Cash Transfers (CT) Collection Register – Obtain customer's signature.
• Cheque Book issue register – Customer's to sign when collecting Cheque Book.
Reports:
The following reports should be actioned:
• NFIU
Keys:
• Cheque book Cabinet – Secondary Custodian.
• Cash Box (Container) for Unpaid Cheques – Collection by Customers.
• Cash Box (Container) for ATM Cards – Collection by Customers.
Stationery:
• Stop Payments (Form 00029078).
• Standing Payment Orders (Form 00017381).
• Balance/Cheque/Statement Request (Form 00029023).
• Customer Query (Form 00140821).
• Inward Unpaid Cheques returned to customers (Form 045638).
• Western Union Money Transfer form.
Required Skills and Qualifications:
Educational Qualifications:
• First Degree is essential
Work Experience:
• 1 – 2 years branch banking experience
• At least 6 months Tellering experience
Personal Skills:
• Accurate and Methodical
• Good written and verbal communication skills
• Team player
• Good interpersonal skills and ability to work effectively with all levels of internal staff, external contacts and senior management
• Confidentiality and Committed
• Independent & Objective
• Eager to learn new skills and continually undergo Personal development
Required Competencies:
Technical competencies:
• Knowledge of the Code of Banking Practice.
• Basic knowledge of the functions of other departments within the branch.
• Attendance of the relevant SBSA training courses, e.g. Product knowledge, Sales skills.
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