Technical navigationPayments

Purpose To provide technical and product related support to Premier clients and internal stakeholders in line with the vision, strategy and values of CIB-OPS Client Services and Standard BankDutiesLiaison with internal/external stakeholders by telephonically guiding them through queries with regards to business online system. Handling of queries channeled via e-mail into resolution.Investing on courses of errors on payments processed.Technically going through troubleshooting to launch application.Providing support to internal stakeholders where required.Processing of all client queries according to the department’s quality standards.Refer queries that are out of your scope to the relevant area for resolution and ensure that you provide all relevant information.Log all queries processed on workflow tool according to pre-defined processes and procedures. Include all relevant information for reference and escalation purposes.Adhering to Work Schedule, (e.g. achieve targets on attendance, punctuality and break compliance).Quality Assurance (achieve quality standards, on calls, e-mails and query loggingProductivity (e.g. achieve targets on number of hours signed on to core duties i.e. calls, e-mails and fax) Adhering to Processes and Procedures (adherence to pre-defined processes for query resolutions and escalations to achieve service standards, reduce risk and cost)

Manage StockAssure Stock accuracyClient assistingOrder and promote new stock