Job Description

The role of the officer will be data input / data enhancement for new accounts, customer static data amendment, online, mobile, standing orders, float management, deposits as well as other account maintenance roles as allocated by line manager from time to time.
Additionally, the officer will work closely with the relevant branches, Retail and Corporate Departments to resolve customer complaints and issues. Where necessary escalating these to the Team Leader, Account Maintenance Unit for guidance and resolution as envisaged.

Key Accountabilities (Duties and Responsibilities)
Financial ( 5%)
• Cost and Revenue Management
• Ensure charges collected by the unit are collected appropriately as per process e.g. failed standing order charges.

Internal Business Processes (70%)
• Ensure adherence to key processes and procedures related to account maintenance, online banking, mobile banking, standing orders, deposits, float management etc and ensure compliance as prescribed as per the departmental and compliance standards.
• Float management for the different services managed by the unit.
• Daily allocation of Agency banking commission to both Bank agents and the Bank.
• In conjunction with Unit Supervisor, participate in the development and testing of new initiatives and solutions related to the unit.
• Liaise with Unit Manager to ensure escalation of risks and follow up on mitigates dedicated to minimize the risks related to the operations of the department.
• Ensure strong Security and Controls and maintain close engagement and clean sheet with audit.
• Ensure all requests being acted upon are authenticated at source.
• Confirm and update instructions to ensure mandate setup is as per mandates on T24.
• Carry out regular updates of new setups, resets and amendments done on the core banking system.
• Ensure signatures and photos of account signatories are correctly maintained for newly opened accounts.
• Ensure mandates instructions shared via Docuware are uploaded in the system within the set timelines.
• Ensure periodic clean-ups of failed mandate automations as well as data clean up.

Customer (15%)
• Maintain static customer profile data to resolve any related customer complaints.
• Responding to queries relating to Mobile and Online Banking setups
• Liaise with other internal departments including Customer Contact Centre, Corporate, Retail, Institutional Banking, and various operational units to ensure customer issues are resolved within acceptable TAT.
• Populate the complaint resolution log daily and participate in ensuring the complaints responded to within the required TAT.
• Respond to branch/ customer service queries on area of operation (Mandate maintenance, static Data change etc.) within set timelines. (holding response where there are other dependences)
• Responding to queries regarding mandates, sms alert set up, searches etc.
• Receipt of queries with regards to details input during opening of new accounts

Learning & Growth ( 10%)
• Contribute positively to a healthy working environment within the department.
• Develop and maintain teamwork internally and with other departments that regularly work with the Account Maintenance Team

Ideal Job Specifications
Academic:
• Bachelor’s degree in a business-related field
Professional:
• Computer literate.

Desired work experience:
• 18 months to 3 years’ experience in bank operations