CORE PURPOSE OF THE JOB
To manage the Virtual Branch processes and deliver exceptional customer service nationally while
maintaining a positive and helpful image as this being the primary point of contact for customer queries and concerns thereby promoting the image of Al Baraka Bank
MAIN FUNCTIONS OF THE JOB INCLUDE:
Attorney Trust Saver
• Ensuring the relationship with the banks attorneys are managed appropriately.
• Administration and Customer Service
• Attend to Account opening Process
• Attend to All Withdrawal Requests from Attorneys
• Capturing of All EFT Payments
• Processing of All GDA Profits
• Updating of GDA Profits for all ATS Accounts
• Preparation of Genex File To Finance
• Manage the administration, processing
• Payment of LPFF on A Monthly Basis
• Back up for the virtual forex
• Assist Adhoc function (Monthly report and queries)
• Process monthly LPFF Recons and Submission of Report to the LPFF Board
• Sending of Monthly consolidated report to all Attorneys
• Attending to All Adhoc requests from client SharePoint Bulk upload of Top 20 Trust
• Saver Balances
Transactional Banking Support
• Support to Business Bankers and team regarding the system and client queries
• Assist with Mobile App/ Corporate Web queries and testing.
• Involved in Projects with other departments -Albaraka as a public beneficiary-liaise
with big 5 Banks to onboard Albaraka as a public beneficiary on their electronic
platforms.
• Follow up on long outstanding ENC (Effects not cleared) transactions and prepare
• list for submission to other banks to resolve – to be done once a month.
• Check for duplicate payments, contact clients / branches to advise. Action as per
client request.
• Follow up on all emails to Online Admin.
Forex
• All FICA documents are correctly verified as per FICA policy
• Verify watchlist check is provided and is correct and clear
• All information captured on the system corresponds to the source documents
• That e-mail authorisation is provided politically exposed persons
• That information is correctly captured on Equation using the data compare utility
• Conduct ID Checks for duplicated customers.
• End of day: all processing for the day is finalised and sent to COB Approvers
• Ensure strict adherence to Exchange Control Rulings and the ABL policies and procedures of the
process all transactions accurately and efficiently to ensure correct reporting to SARB bank.
• Report any suspicious transactions in terms of Money Laundering procedures within 2 days.
• Correct Booking of rates for Branches and customers.
• Correct and timeous ordering of foreign currencies for the Bank and Branches.
• ODD – Reviews and CIF updates, liaising directly with branch staff and external clients.
• Ensuring that the Forex Log is balanced daily and all inconsistencies are addressed immediately
with the Branch/Customer Services to resolve.
• Prepare Forex notes stats from GTS on a monthly basis for IBD/Performance Exco
• Undertakes duties of a Customer Service Adviser to branches as and when required to ensure
that a high level of customer service is maintained throughout the bank and to undertake any
other duties as and when required
• Follows up with branches with regard to frontline issues and take corrective action where
necessary
• Manages leads register by tracking leads to completion for all branches
• Responds and takes action with regard to customer concerns and complaints from branch level
both internally and externally
• Look at areas of risk with retail and corporate
QUALIFICATIONS
• Diploma or Relevant Qualification in Customer Services Management or Banking will be required in order to meet the requirements of the role at the highest level of competence.
PREFERRED EXPERIENCE
• A minimum of 3 – 5 years experience in a Customer Services Environment with at least a year in a
senior capacity.
• Previous banking experience would be an added advantage.
KNOWLEDGE
• IMal
• Enterprise/Internet Banking/Corporate Banking/Mobile App
• Euphoria TMS
• Microsoft Office 365
Al Baraka Bank is an Equal Opportunity Employer. Applicants from the previously disadvantaged
groups and people with disabilities will be given preference.