Lesetja Frans Manaka

• Engages with customers in order to understand what matters to the customer and deliver against those demands.
• Validates the customer’s regulatory status (e.g., KYC, POPI, etc.).
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons.
• Takes 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. Drives one-and-done as far as possible – updates relevant systems with history notes as applicable.
• Understands the risks associated with the customer demand and adheres to all risk and compliance requirements when executing on demand.

Deals with customer enquiries, ranging from product questions to customer account activities

• Discloses to customers that he/she is acting under supervision along with other relevant FAIS disclosures, and ensures business processes are followed to ensure the customer receives this in writing.
• Manages the risks associated with new accounts, mandates and specimen signatures (physical branch only) by adhering to risk and compliance requirements (e.g., use of online fingerprint verification, scanning at source, eSign, etc.).
• Opens new accounts (including on-boarding), transfers, amends and closes accounts according to laid down procedures (e.g., confirmation of employment, completes AML mandatory fields, etc.).
• Ensures that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice.
• Gathers and completes accurate data for the opening of loan accounts (e.g., secured and unsecured) and granting of facilities.
• Refers matters outside scoring criteria, with the appropriate information, to the Credit Evaluation Manager for further investigation.

Determine customer demand

• Engages with walk-in customers in order to understand what their cash and transactional related requirements are (i.e. determine the what, why, when, where and how) and delivers against those demands.
• Identifies authenticity of the customer (where required) in order to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the customer).
• Takes ownership of every cash and transactional demand and provides the customer with an immediate response (depending on the nature of the demand) or facilitates the completion of the customer demand.
• Understands the risks associated with the handling of cash (e.g., follows effective controls to minimise risk).
• Deals with general customer enquiries (as and when necessary) ranging from general product questions to customer account activities (e.g., statements, debit order information, etc.).

Telling / bulk cash

• Attends to cheque encashment, savings withdrawals, cheque and/or cash deposits, bulk deposits, cash payroll cheques, etc. in line with laid-down procedures.
• Attends to requests for change transactions.
• Ensures that cheques included in deposits are checked in terms of Duty of Care obligations.
• Ensures that all items cashed are within laid-down limits and refers all transactions exceeding limits to the appropriate area for authorisation.
• Accepts cash deposits in canisters and stop-loss bags from security guards, following laid-down instructions regarding receipt and handling of canisters as well as acceptance of deposits (these functions are performed under CCTV surveillance).
• Pays out bulk cash orders and float requisitions, prepared according to customer specifications.
• Attends to cheque encashment, savings withdrawals, cheque and/or cash deposits, bulk deposits, cash payroll cheques, etc. in line with laid-down procedures.
• Attends to requests for change transactions.
• Ensures that cheques included in deposits are checked in terms of Duty of Care obligations.
• Ensures that all items cashed are within laid-down limits and refers all transactions exceeding limits to the appropriate area for authorisation.
• Accepts cash deposits in canisters and stop-loss bags from security guards, following laid-down instructions regarding receipt and handling of canisters as well as acceptance of deposits (these functions are performed under CCTV surveillance).
• Pays out bulk cash orders and float requisitions, prepared according to customer specifications.
• Ensures that items cashed are technically correct and signed, according to laid-down instructions.
• Adheres to all laid-down policies and procedures regarding the handling, locking away and security of cash.
• Attends to value transactions.
• Assists with cash transactions captured by employees that do not operate tills (Customer Consultant transaction).