POR Leader that looks after Cash and Universal Bankers and / front of house.
Builds and develops resources and environments to enable the team to achieve its desired vision.
Responsible for the facilitation of a team’s outcomes.
Facilitate the process of removing obstacles.
Accountable for a team in a POR and / a POR.
The team consists of
Universal Bankers level 1 and /, 2 and / 3; and / or Consultant, Cash
and / Team Leader, Cash; and / Team Leader, Universal Banker
and/ Client Liaison Officer
If span of control
- Ensures that the team(s) attend to customers, understand what matters to the customer and delivers against those demands (i.e. determine the what, why, when, where and how).
- Ensures that the team(s) take ownership of every demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
- Ensures that the teams understand the risks associated with the handling of the different demands (e.g., follows effective controls to minimise risk) this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
- Takes customer demand to understand what matters to customers
- Continuously coaches team(s) on system conditions that could hinder business and / or individual performance.
- Enable a learning environment where the team(s) skills are matched to customer demands.
- Ensure that customers complaints are resolved effectively within the prescribed timelines.
- Ensures that the team(s) are appropriately reflected on the Bank’s systems to enable the correct flow of work.
- Assists with customer escalations, complaints and queries.
Responsibilities + Skills
Business Commerce DegreeFAIS qualification and RE5
5 - 7 years Previous experience in the front line. Knowledge of retail and commercial products required for understanding the context of stated customer demands. Knowledge of the procedures and the interdependencies of the various functions performed in Branch (Voice and Physical).