Universal Banker

The Universal Banker within Main Market Entrenchment is responsible for executing client entrenchment, onboarding, activation, cross-sell and retention activities across Personal and Private Banking (PPB). This role is focused on engaging clients through outbound and virtual channels such as calls, chat and email to improve client activation, reduce attrition, increase transactional activity and deepen client relationships.

The role requires a sales-driven individual who can confidently engage clients, identify opportunities, promote appropriate banking solutions and contribute to campaign-based Key Performance Indicators while maintaining a strong client experience and full adherence to risk, compliance and FAIS requirements.

Key Responsibilities:

• Execute Main Market Entrenchment activities aligned to campaign objectives, including client activation, onboarding, cross-sell, retention and engagement.
• Contact clients through outbound and virtual channels to improve transactional activity, increase product uptake and support client retention.
• Identify client needs through meaningful conversations and recommend appropriate banking solutions that support deeper client relationships.
• Deliver on agreed sales, service and campaign Key Performance Indicators in line with defined guidelines, frameworks and success measures.
• Educate clients on relevant banking processes, digital functionality, self-service channels and their rights and obligations in line with the Code of Banking Practice.
• Maintain accurate daily activity reporting, update required tools and templates, and contribute to weekly, monthly and quarterly performance reporting.
• Understand the risks associated with client demand and ensure all activities are executed in line with risk, compliance, FAIS and internal policy requirements.

• National Certificate or equivalent NQF 5 FAIS-recognised qualification, or higher, in a field related to banking, financial services, commerce, sales, client service or a related discipline.
• Must meet FAIS Fit and Proper requirements.

Minimum Experience:

• 3 to 4 years’ experience in a branch banking, contact centre, outbound sales, client service or financial services environment.
• Proven experience in engaging clients, identifying needs, promoting appropriate solutions and delivering against sales, service or campaign targets.
• Good understanding of banking processes, policies, products and client servicing requirements.
• Experience in client activation, onboarding, retention, cross-sell or portfolio entrenchment activities would be advantageous.
• Experience working in a regulated environment where adherence to risk, compliance and client conduct requirements is essential.

Behavioural Competencies:

• Checking Things, Examining Information and Following Procedures
• Convincing People, Impressing People and Seizing Opportunities
• Establishing Rapport, Interacting with People and Inviting Feedback
• Developing Expertise, Developing Strategies and Exploring Possibilities
• Generating Ideas, Taking Action, Pursuing Goals and Meeting Timescales
• Embracing Change, Showing Composure, Team Working and Thinking Positively

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding ( Consumer Banking)
• Processing
• Product Knowledge (Consumer Banking)