Job Description

To deliver a seamless, one-and-done banking experience by responding to client enquiries across Personal, Prestige, and Private Banking. The role focuses on accurately understanding client needs, resolving requests efficiently, and identifying opportunities to add value, while ensuring full compliance with product, risk, and legislative requirements.

Key Responsibilities:

• Serve as a primary point of contact for client enquiries across products and account activities, providing accurate, timely resolution across branch, voice, and digital channels.
• Deliver service excellence by resolving client demands in a one-and-done manner while adhering to FAIS, KYC, POPI, and internal risk and compliance standards.
• Identify and act on client needs during interactions by promoting appropriate products, services, and digital channels, contributing to sales growth and client satisfaction.
• Open, amend, transfer, and close accounts in line with laid-down procedures, ensuring accurate onboarding, mandates, and documentation.
• Understand and manage risk by assessing account conduct, client information, and supporting documentation, escalating matters outside mandate where required.
• Educate clients on banking processes, self-service channels, and their rights and obligations under the Code of Banking Practice.

This role requires a dedicated individual who can thrive in a high-pressure environment, consistently delivering excellence in client service and business development while adhering to strict regulatory guidelines and performance metrics.

Qualifications

• National Certificate in Banking (NQF 5) or higher FAIS-aligned qualification in Banking, Finance, Business, or a related field.
• FAIS Representative status is required, in line with FSCA Fit and Proper requirements.

Experience Required:

• 1 to 3 years’ experience providing financial services advice, operating within FAIS and FSCA regulatory frameworks.
• 3 or more years’ experience in banking within a regulated financial services environment, with hands-on exposure to client servicing and transactional banking.
• Proven sales track record in a banking or financial services environment, demonstrating the ability to identify opportunities, influence client decisions, and consistently achieve sales or service-driven revenue targets.
• Strong understanding of banking products, client account conduct, and end-to-end service processes, with the ability to balance client needs and commercial outcomes.
• Must meet all FSCA regulatory requirements applicable to a FAIS Representative.

Additional Information

Behavioural Competencies

• Generating Ideas
• Exploring Possibilities
• Providing Insights
• Adopting Practical Approaches
• Convincing People

Technical Competencies

• Banking Process & Procedures
• Client Acceptance & Review
• Application & Submission Verification (Consumer Banking)
• Customer Understanding (Consumer Banking)
• Product Knowledge (Consumer Banking)