Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Job Purpose
Processing incoming swift payments as per customer’s instructions and ensuring the following.
Prompt customer service,
Minimized losses and risks
Due diligence and attention to details
Key Responsibilities/Accountabilities
Providing Excellent Customer Service Prompt response to customer queries Providing information that the customer may require in so far as its within my power to do so, while ensuring I follow the correct procedure Referring customer queries to the right persons/departments if it does not concern Payments or me or if matter is beyond me. Striving to beat deadlines on queries Prompt processing of customer TT instructions/ moneygram settlement processing. Informing customers of other products specifically offered in payments and the bank in general as and when customers may ask or as a proactive act. High etiquette in phone call handling, respecting the customers and valuing them Professional presentation of self to customers Timely execution of customers instructions Ensuring all entries to money gram suspense account is accounted for and any variance explained by the respective parties/branches as the case may be
Preventing Losses and Risk minimization Ensuring accurate processing of all transactions. Ensuring that all payments are processed on value date. Duty of care on all transfers Reference to concessions to customers before processing funds transfers and customers specific directives. Prompt recoveries of all transfer charges and cheques commissions. Ensuring all entries to money gram suspense account is accounted for and any variance explained by the respective parties/branches as the case may be. Adhering to laid down procedures as is provided by the bank for the purposes of ensuring risks and losses are kept at minimum. Keeping self-informed on all matters that facilitate the above.
Self Development Conducting a continuous appraisal of self. Doing a self-SWOT analysis. Discussing above with team leader and payments manager for purposes of agreeing on the way to improvement. Visit to other departments of interest for purposes of appraising my knowledge in other departments. Identifying areas of training
Monitoring costs within the section Keeping the following costs at minimum Personal telephone calls, Stationery costs, Recoveries of all charges from respective customers or banks as the case may be. Revenue Recovery Ensure that revenue is tracked for the whole center
KEY PERFORMANCE MEASURES
KEY MEASURES Promptness/Urgency in execution e.g. same day processing Keeping within budgets Involvement in projects
IMOPORTANT RELATIONSHIPS Sober and healthy relationship with colleagues to facilitate a conducive work environment. Respect to hierarchical order of authority Teamwork
Preferred Qualification and Experience
Education Level University Graduate.
Banking examinations desirable Foreign exchange exposure
Professional Qualifications Banking certifications
Knowledge/Technical Skills/Expertise
Computer Literacy
Appreciation of fraud risks credit and errors risks and their impact.
A basic knowledge of all payments products.
Knowledge of STP and Swift
Knowledge of basic banking accounting.
Knowledge of various systems in use at the IBC’s.
Basic Branchpower Knowledge
A basic knowledge of the Money Laundering.
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