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Consultant Customer- Kasungu at Standard Bank Plc

Standard Bank Plc

  • African Unity Avenue, Lilongwe, Malawi
  • Full-time
  • Business Segment: Consumer & High Net Worth Clients

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

  • To provide an efficient and effective point of contact for new and existing personal market customers.
  • To ensure that the customers’ banking needs are identified and fulfilled efficiently and cost-effectively, while managing the risks associated with new accounts, mandates and specimen signatures.
  • Maintain a high level of integrity and ethical standards

Key Responsibilities

  • Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.
  • Identifies and actions opportunities for cross- and up-sell.
  • Ensures accurate capture, updates or amendments of customer information and history notes.
  • Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.
  • Ensures that service requests in personal work list are actioned within agreed timelines



  • Degree in Business Administration or Financial Accounting.
  • 2 – 3 years’ customer service experience in banking/insurance/financial services/client services environment.
  • Previous experience within a branch banking or contact Centre environment with good understanding of bank processes, policies and products.
  • 1 year experience in sales.

Additional Information

Behavioral Competencies

  • Generating Ideas
  • Exploring Possibilities
  • Providing Insights
  • Adopting Practical Approaches
  • Articulating Information

Technical Competencies

  • Client Understanding
  • Product Knowledge
  • Application and Submission Verification
  • Processing
  • Client Acceptance and Review

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