Job description

To obtain, capture or process data within laid down policies, procedures and systems in order to satisfy
clients and bank requirements to achieve departmental objectives and targets.

Job responsibilities

• Minimise financial loss by verifying if the client has adequate funds before processing the request.
• Minimise financial loss due to negligence by checking the accuracy of the request before and after
  processing the request.
• Ensure compliance with bank policies and industry regulations in order to minimise opportunities for
  threat of loss.
• Ensure bank charges have been debited for once-off requests by capturing manually on banking system.
• Meet standards for quality by adhering to the Service Level Agreements (SLA) and turnaround times.
• Build client trust by resolving queries timeously, communicating SLA deviations and suggesting
  resolutions.
• Build and maintain internal and external relationships with clients by educating and guiding clients of
  the requesting process and system.
• Provide monthly workflow updates by preparing and submitting daily and monthly statistics reports to
  the team leader.
• Mitigate risk of frauds by verifying client details with records on the banking platform.
• Ensure security procedures are adhered to by verifying the authorised signatories.
• Confirm the client request by telephone to ensure that the client is aware of the request and that
  everything is in order for approval.
• Capture the name of the client, date and time, sign and stamp in accordance with the bank procedures
  to approve the request.
• Update the receiving file by capturing the request on the server in the relevant folder.
• Ensure serious incidents affecting the department performance are reported and recorded on the
  incidents form.
• Ensure adherence with all workflow processes.
• Improve service delivery by redirecting security stationery to the correct branches and updating branch
  details with printers and couriers.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant
  newsletters, websites and attending sessions.
• Understand and embrace the bank Vision and Values by demonstrating the values through
  interaction with team and stakeholders.
• Ensure that own contribution and participation contributes to the achievement of team goals.
• Create and manage own career through guidance and support of management, department and
  colleagues.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training
  courses and career progression for self through input and feedback from managers.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by
  ensuring all learning activities are completed, experience practiced and certifications obtained and/or
  maintained within specified time frames.
• Ensure knowledge management, continuity and team success through constructive participation in a
  diverse team and sharing knowledge with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in culture building initiatives.
• Participate and support corporate social responsibility initiatives for the achievement of business
  strategy (e.g. training/awareness on digital forensic examination to external parties on pro bono basis).
• Identify opportunities to improve or enhance processes by identifying and recommending improvements
  to tools, policies and procedures to add value to the bank.
• Add value to the bank by identifying opportunities to improve or enhance processes through identifying
  and recommending improvements and supporting implementation of tools, policies and procedures.