Customer Liaison Officer

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

We are looking for a professional, client-focused Customer Liaison Officer to provide an effective branch reception and client flow function. This role is suited to an individual who can identify client needs, record information accurately, direct clients to the correct area for assistance and help maintain a positive, well-managed branch experience.

The successful candidate will play a key role in supporting client service, managing reception and banking hall activity, identifying migration and cross-sell opportunities, and ensuring that all client interactions are handled with professionalism, integrity and adherence to risk and compliance requirements.

Key Responsibilities:

• Welcome clients into the branch, identify their needs, record client information accurately and direct them to the appropriate banker, department or service area.
• Monitor the reception area and banking hall, intervene with unhappy or irate clients where required, and support a professional and positive client experience.
• Facilitate the resolution of client service requests, including matters relating to card collections, PIN issues, EAP limits, beneficiaries and general banking enquiries.
• Identify migration and cross-sell opportunities during client engagements and ensure all leads are logged correctly in the presence of the client.
• Record and update history notes and service requests accurately to support effective query resolution and maintain a reliable client database.
• Maintain branch presentation standards, promotional displays, information pamphlets, stationery requirements and relevant security document handovers in line with branch procedures.

Qualifications

• National Certificate or equivalent NQF 5 qualification in a field related to banking, financial services, administration, client service, business management or a related discipline.

Minimum Experience:

• 1 to 2 years’ experience in a branch banking, client service, administration or customer-facing environment.
• Experience handling client enquiries, query resolution and client flow within a structured service environment.
• Exposure to banking processes, client servicing, customer reception, channelling and administrative support.
• Ability to work accurately with client information, service requests, system updates and branch records.
• Experience working in an environment where risk, compliance, confidentiality and ethical conduct are important.

Behavioural Competencies:

• Documenting Facts and Interpreting Data
• Following Procedures and Upholding Standards
• Interacting with People and Team Working
• Managing Tasks and Meeting Timescales
• Producing Output and Showing Composure
• Embracing Change and Thinking Positively

Technical Competencies:

• Banking Process & Procedures
• Client Servicing
• Customer Reception and Channelling
• Product Knowledge (Consumer Banking)