Service Consultant (x7)

 

Purpose Statement:
Capitec Bank is dedicated to enhancing the lives of its clients by providing exceptional client service. Through the use of the innovative Global One product offering, our Client Service Representatives play a crucial role in understanding and fulfilling our clients’ needs. By helping clients manage their finances better, we empower them to achieve their financial goals and live better lives. The role goes beyond providing basic banking services, as it involves building lasting relationships with clients by delivering tailored solutions that exceed their expectations.

Experience Required:

• Minimum Experience:
  • 3 to 6 months of client service experience in a retail, financial, or banking environment. This experience helps candidates understand client needs and handle customer queries or concerns effectively.
  • If the candidate has no prior work experience in a client service role, those with a relevant tertiary qualification in a field such as finance, commerce, or business management will be considered. This allows entry-level candidates with academic knowledge to learn and grow within the banking industry.
• Ideal Experience:
  • More than 1 year of experience in client service, especially in retail, financial, or banking environments, is preferred. This ensures that the candidate is familiar with managing client relationships in a fast-paced and dynamic environment.
  • A proven track record of engaging with clients in a sales and service-oriented role is highly advantageous. Capitec values candidates who are comfortable handling sales-related tasks and who demonstrate an ability to engage and build rapport with customers. This experience enhances the candidate’s ability to meet the bank's goals of improving client satisfaction and promoting the bank’s products and services.

Qualifications Required:

• Minimum Qualifications:

  • A Grade 12 National Certificate or Vocational qualification is the basic educational requirement for this role. This ensures that the candidate has the necessary educational background to understand banking operations, communicate effectively with clients, and perform essential administrative tasks.

• Ideal or Preferred Qualifications:

  • A tertiary qualification in Commerce, Business Management, Finance, or a similar field is preferred. This ensures that candidates possess a strong foundational understanding of financial principles and practices, which will help them excel in a client-facing banking environment.
  • Certification in Finance or Banking is an added advantage as it demonstrates a deeper understanding of the financial sector and enhances the candidate's ability to provide better solutions to clients.

Knowledge:

• Minimum Knowledge:

  • A strong understanding of basic calculations is necessary for day-to-day banking tasks such as assisting clients with deposits, withdrawals, and other financial transactions.
  • Knowledge of the retail/consumer service environment is important, as the role involves dealing directly with clients and providing a high level of customer service.

• Ideal Knowledge:

  • In-depth knowledge of Capitec Bank products and services is preferred. This allows the representative to provide clients with expert advice and guide them in selecting the right products to meet their financial needs.
  • A good understanding of Capitec's internal business processes and procedures ensures that the candidate can work efficiently within the organisation, adhering to established protocols and contributing to the smooth operation of the branch.
  • Familiarity with the Branch Credit Granting Policy (BCGP) principles and other organisational policies is a plus, as it ensures the representative can guide clients through credit application processes and other financial services in compliance with the bank's regulations.

Skills:

• Communication Skills: The ability to clearly explain banking products, services, and processes to clients, both verbally and in writing, is crucial. Strong communication skills enable the representative to build rapport with clients and address any questions or concerns.
• Interpersonal & Relationship Management Skills: Building and maintaining positive relationships with clients is key to ensuring client satisfaction and retention. The candidate must be able to interact professionally and warmly with clients to foster trust and loyalty.
• Computer Literacy: Proficiency in MS Word, Excel, and Outlook is required to handle administrative tasks, manage client information, and communicate effectively within the organisation.

Conditions of Employment:

• Clear Criminal and Credit Record: It is essential that the candidate maintains a clean criminal and credit record to meet the bank’s ethical and financial integrity standards. This ensures the candidate can be trusted with client and financial information.
• Fingerprint Recognition: The candidate’s fingerprints must be detectable on Capitec Bank's internal electronic banking system to ensure smooth and secure access to client accounts and internal systems.

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