Jesicca-Anne Gontes

• Ensure appropriate skilling and adequate capacity of team members for the adherence to operational and service standards
• Assume accountability for the accurate record-keeping and filing of documents in the team, ensuring that an accurate electronic tracking process is maintained each time a document passes hands
• Logging daily over and under time attendance sheet
• Logging in of securities including supporting documents to security documents (e.g
• Statutory documents, title deeds, bond documents and life policies) to ensure risk is at a minimum to the Business
• Comply with governance in terms of legislative and audit requirements
• Maintain control over the flow of original securities documents, adhering to laid down procedures to prevent documents being lost
• Administer the transfer of collateral documents to other branches as per branch transfer report, migration, and consolidation and or as per instructions received
• Administer the surrendering and maturing of life policies
• Maintain quality assurance of the documents held by the team
• Process high risk and paid off loans report.

• Resolve all customer queries efficiently, and within agreed timelines, SLA is 3 business days
• Make sure to procedure and customer service standards are adhered to
• Deliver exceptional support to branches, BU and employees
• Ensure all communications with clients are professional
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
• Quality delivery across the various teams by monitoring quality adherence and compliance to quality standards and ensure implementation of identified quality methodologies and improvement.

• To provide customer service telephonically or via other media channels
• Ensure that customer queries are timely attended to and resolved
• Deliver exceptional services that exceeds customer expectations through proactive, innovative and appropriate solutions
• Compile daily statistics relevant to number of customers and queries attended to
• Ensure all communications with clients are professional
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.

• Assisting with all frontline duties such as telling, enquiries and service consultants
• ATM custodian
• Responsible for loading ATMs on time
• Provide afterhours support and ensure that ATMs are clean and meet all specified availability levels
• Ensuring that regular checks are done and providing day to day maintenance of ATMs
• Treasury Custodian: Accountable for all monies held in the treasury for the bank Verification of all monies received from clusters and coin masters
• Accountable for keys and combinations assigned to, upholding zero tolerance policy and housekeeping within treasury vault Assisting relationship analysts with credit related functions e.g
• Overdrafts, personal loans.

• Assist with daily cash transactions of customers
• To provide excellent service by processing client transactions in a quick and accurate manner
• Compliance with procedures and processes contained in the Golden Rules
• Daily balancing of all cash holdings (foreign and local).

• Promotion of various products

• Promoting brand names, products, and services and representing the company in a positive way.

To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests.

* Achieve net profit growth for business.

*Manage existing clients and grow portfolio through making contacts and generating leads.

* Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.

*Ensure operational excellence through the delivery of work processes according to defined quality standards.